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Metrics and KPIs for Customer Service Training Course.

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Metrics and KPIs for Customer Service Training Course.

Introduction

In customer service, metrics and Key Performance Indicators (KPIs) are essential for measuring success, tracking performance, and identifying areas for improvement. This course will guide customer service professionals and managers through the most important metrics and KPIs used to evaluate service quality, team performance, and customer satisfaction. Participants will learn how to establish, track, and analyze these metrics to make data-driven decisions, improve service delivery, and align customer service operations with business objectives.

Objectives

By the end of this course, participants will be able to:

  1. Understand the role of metrics and KPIs in customer service performance.
  2. Identify and define the most important customer service metrics and KPIs.
  3. Use data to monitor, evaluate, and improve customer service operations.
  4. Analyze customer feedback and performance data to make informed decisions.
  5. Develop strategies for continuous improvement based on key metrics.
  6. Create reports and dashboards to effectively communicate performance to stakeholders.
  7. Align customer service metrics with overall business goals and objectives.

Who Should Attend?

This course is ideal for:

  • Customer service managers and team leads.
  • Customer experience professionals and analysts.
  • Marketing, operations, and IT teams working with customer service data.
  • Anyone involved in monitoring and reporting on customer service performance.
  • Individuals responsible for setting up or improving customer service performance metrics and KPIs.

Course Outline

Day 1: Introduction to Metrics and KPIs in Customer Service

  • Morning Session: Understanding the Importance of Metrics and KPIs

    • The role of metrics and KPIs in evaluating customer service success.
    • How to align customer service metrics with business goals.
    • The relationship between customer satisfaction, loyalty, and operational efficiency.

  • Afternoon Session: Overview of Key Customer Service Metrics

    • Key performance indicators: What they are and why they matter.
    • Core metrics for customer service: Response time, resolution time, customer satisfaction, first-contact resolution, etc.
    • Overview of customer satisfaction metrics: CSAT, NPS, CES, and customer retention rates.

Day 2: Key Metrics for Measuring Service Quality

  • Morning Session: Customer Satisfaction Metrics (CSAT)

    • How to define and measure CSAT (Customer Satisfaction Score).
    • How to use CSAT surveys effectively to gather feedback.
    • Analyzing and acting on CSAT data to improve service quality.

  • Afternoon Session: Net Promoter Score (NPS) and Customer Loyalty

    • Understanding NPS and how it measures customer loyalty.
    • Calculating and interpreting NPS scores.
    • Using NPS to identify brand advocates and detractors.

Day 3: Operational Metrics and Efficiency Indicators

  • Morning Session: First-Contact Resolution (FCR)

    • What is First-Contact Resolution, and why is it important?
    • Techniques to improve FCR rates and ensure customer issues are resolved on the first contact.
    • The impact of FCR on customer satisfaction and operational efficiency.

  • Afternoon Session: Response Time, Resolution Time, and Service Level Agreements (SLAs)

    • Defining and tracking response times and resolution times.
    • The role of SLAs in managing customer expectations and service delivery.
    • Best practices for improving response times and resolution efficiency.

Day 4: Analyzing Customer Feedback and Performance Data

  • Morning Session: Customer Effort Score (CES)

    • Defining CES and its importance in measuring ease of service.
    • How to implement and interpret CES to streamline processes and improve customer experience.
    • Using CES to reduce customer friction and enhance satisfaction.

  • Afternoon Session: Analyzing Data for Continuous Improvement

    • Tools and techniques for collecting and analyzing customer service data.
    • How to identify trends and patterns in service delivery.
    • Using data to pinpoint areas for improvement and operational inefficiencies.

Day 5: Reporting, Dashboard Creation, and Strategic Decision Making

  • Morning Session: Creating Reports and Dashboards

    • How to create actionable customer service reports and dashboards.
    • Tools for visualizing KPIs and customer service metrics.
    • Presenting customer service performance data to stakeholders.

  • Afternoon Session: Aligning Metrics with Business Strategy

    • How to align customer service KPIs with overall business objectives.
    • Developing action plans based on performance data.
    • Final project: Creating a set of KPIs and metrics tailored to an organization’s customer service strategy.

Training Methodology

This course will combine theoretical instruction with practical exercises:

  • Interactive Workshops: Participants will work on real-world scenarios to set up and analyze KPIs and metrics.
  • Case Studies: Reviewing industry examples of how organizations measure and use customer service metrics effectively.
  • Hands-On Exercises: Creating and analyzing sample reports, dashboards, and performance data.
  • Group Discussions: Engaging with peers to share experiences and best practices for using metrics in customer service.
  • Final Project: Participants will develop a comprehensive customer service performance measurement plan for their organization.

Date

Feb 23 - 27 2026

Time

8:00 am - 6:00 pm

Durations

5 Days

Location

Dubai

Category

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