| igortrutnev997 | Дата: Вторник, Вчера, 13:29 | Сообщение # 1 |
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| We're currently measuring how many emails our team answers, but that doesn't tell us whether customers are actually getting good support. Someone can close a lot of tickets without really solving the underlying problem. Which metrics would you use to evaluate an outsourced email team?
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| matejkonecnycz | Дата: Вторник, Вчера, 15:29 | Сообщение # 2 |
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| I agree that ticket volume alone can be misleading. If agents are rewarded only for closing emails quickly, they may be tempted to give short answers that don't actually solve the customer's problem. When I looked at full details , the focus on maintaining customer satisfaction alongside efficient email processing made more sense to me than simply measuring the number of completed tickets. I would track how quickly customers receive their first response, but I'd also check whether the issue was resolved without another email. Customer satisfaction surveys can help, although they shouldn't be the only quality measure either. Regular reviews of actual conversations are useful because they show whether agents are following the right process and communicating clearly. I'd also monitor escalation and repeat-contact rates. If the same customer has to write three times about one issue, something in the process probably isn't working. For me, a good dashboard should show both efficiency and quality. That makes it easier to identify whether a problem comes from staffing, training, documentation, or the workflow itself rather than simply assuming more agents are needed.
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