At Watermark Outsource, we’re dedicated to delivering exceptional results that meet the highest standards of quality and customer satisfaction. To ensure we’re meeting our goals, we track and measure our performance using the following Key Performance Indicators (KPIs):
- First Call Resolution (FCR) rates: We strive to resolve customer issues on the first call, eliminating the need for repeat calls and reducing customer frustration.
- Customer Satisfaction (CSAT) scores: We measure customer satisfaction through surveys and feedback, ensuring we’re meeting customer expectations and delivering exceptional service.
- Net Promoter Score (NPS): We track our NPS to gauge customer loyalty and satisfaction, identifying areas for improvement and optimizing our services to drive long-term growth.
- Average Handling Time (AHT): We monitor our AHT to ensure we’re responding to customer inquiries and resolving issues efficiently, without compromising on quality or customer satisfaction.
- Service Level Agreement (SLA) adherence: We’re committed to meeting our SLA targets, ensuring we’re responding to customer inquiries and resolving issues within agreed-upon timeframes.
By tracking and measuring these KPIs, we’re able to:
- Identify areas for improvement and optimize our services
- Enhance customer satisfaction and loyalty
- Drive long-term growth and revenue
- Maintain the highest standards of quality and customer satisfaction