18 Ama-KPI Abalulekile Esikhungo Sezingcingo

Ukulinganisa impumelelo yezinhloso zesikhungo sezingcingo kuqala ngokusetha izinkomba zokusebenza eziyinhloko (ama-KPIs). Ama-KPI esikhungo sezingcingo kufanele abe inani elilinganisekayo abaphathi nabaqondisi abangalibheka ngezikhathi ezithile, ukuze babone ukuthi isikhungo sokuxhumana sihlangabezana kanjani nezinjongo ezihlukahlukene zokusebenza kanye nokuthi ama-ejenti abo ayahlangabezana yini nezidingo zekhasimende kanye nokulindelwe ukuze uthole ulwazi lwekhasimende olusezingeni eliphezulu. Inani le-KPI, vele, lizoba yigugu kuphela njengesenzo esiholela inkampani kanye nabantu ngabanye. Uma esetshenziswa ngendlela efanele, ama-KPI angasebenza njengendlela yokuxhumana futhi angasetshenziswa ukuthuthukisa ulwazi lwamakhasimende (i-CX).

Ungalikhuluma kanjani inani le-KPI Yesikhungo Sezingcingo

Kuyiphutha elivamile ukuthi izikhungo zezingcingo zamukele ama-KPI ajwayelekile ngaphandle kokuwahlanganisa ukuze abonise izidingo ezihlukile zamabhizinisi azo. I-KPI ngayinye kufanele ichazelwe ngokucacile ithimba esebenza kulo, ngendlela efanayo njengoba incazelo yomsebenzi womuntu ngamunye ichazwa ngokucacile phakathi nenqubo yokugibela. Uma ulwazi lusatshalaliswa ngendlela ecacile nemfishane, maningi amathuba okuthi lungathathwa yisisebenzi kuphela kodwa futhi lusithathelwe isinyathelo. Lokhu kuqinisekisa ukuthi ama-ejenti alandela izinqubo nezinqubomgomo ezithuthukisa isithombe somkhiqizo ne-CX.

18 Isikhungo Sezingcingo ama-KPI

Nalu uhlu lwama-KPI angu-18 esikhungo sezingcingo ezibalulekile abonisa izidingo ezihlukile zesikhungo sakho sokuxhumana, kanye nemigomo. Nakuba lawa ama-KPI ajwayelekile, uma elungiselelwe futhi elandelelwa ngokuqhubekayo, angaholela ezinguqukweni ezinomthelela, ukwaneliseka kwabasebenzi namakhasimende, amazinga aphezulu okukhiqiza, ukusebenza kahle okuphelele, kanye nolwazi oluhle kakhulu lwamakhasimende.

1. Isikhathi esimaphakathi sokuphatha (AHT)

Isikhathi sokubamba esimaphakathi (AHT) yisikhungo sezingcingo se-KPI ngesikhathi esimaphakathi esisithathayo ukuze omele isevisi yamakhasimende aqedele umsebenzi owodwa. I-AHT ivamise ukuqala kusukela ngesikhathi ikhasimende liqala ngaso ikholi futhi ihlanganisa noma isiphi isikhathi sokubanjwa kanye nemisebenzi elandela ucingo noma ukusebenzelana kuze kube yilapho umenzeli eqala ucingo noma ingxoxo elandelayo. I-AHT iyisici esibalulekile lapho unquma amazinga abasebenzi basesikhungweni sezingcingo. Ukwazi ukuthi ikholi ngayinye ingase ithathe isikhathi esingakanani kusiza abaphathi ukuhlela ama-ejenti abo. Umgomo uwukuqinisekisa ukuthi umthwalo wemisebenzi awukhuli. Isikhathi sokuphatha esimaphakathi singakalwa kumenzeli ngamunye wokushaya ukuze anqume ukuthi yimaphi ama-ejenti adinga ukuqeqeshwa okuthuthukile. Ukusebenzisa amathuluzi enza izingxoxo eziyinkimbinkimbi zibe lula kungehlisa i- AHT yakho futhi kuholele ekongeni kwezindleko ezibalulekile kanye nokwenza ngcono ukusebenza kahle kwabasebenzi.

2. Iphesenti lezingcingo ezivinjiwe

Enye yezinto ezimbi kakhulu zokudayela esikhungweni sezingcingo ukuthola isignali ematasa. Ikhasimende liyafona ngoba lidinga ukuphendulwa umbuzo noma linakekele udaba olubalulekile, futhi into yokugcina elifuna ukuyenza ukuthola ithoni ematasa. Ukwamukela ithoni ematasa ngokuvamile kuwumphumela wokungabi bikho kwabenzeli abatholakalayo (umugqa wekholi womenzeli ngamunye ugcwele kakhulu) noma isofthiwe esetshenziswa isikhungo sezingcingo ayikwazi ukuphatha inombolo yamanje yamakholi angenayo. Njengoba ukala i-KPI yephesenti lezingcingo ezivinjiwe, kufanele unqume ukuthi udaba lomnyango wonke noma udaba lwesisebenzi ngasinye. Ukuqeqeshwa okuthuthukisiwe kunganikezwa abasebenzi abanenkinga yolayini bezingcingo. Uma kuyinkinga yomnyango wonke, uzofuna ukubheka ukuthuthukisa isofthiwe yesikhungo sezingcingo ukuze ubambe izingcingo eziningi. Ukutshala imali ezinhlelweni zesikhungo sezingcingo kungathuthukisa kakhulu i-CX.

3. Abashayeli Bebhizinisi

Abashayeli bebhizinisi lakho bayizingxenye ezibalulekile zesikhungo sezingcingo futhi ngokuvamile bahlanganiswa nolwazi oluzenzakalelayo lwe-call distributor (ACD). Laba bashayeli bazofaka yonke into kusukela kumazinga okuguqulwa kwentengiso, izindleko ngekholi ngayinye, idatha yokuthengisa ngokuphambanayo, imali engenayo ngocingo ngalunye, nokuningi. Ukuhlanganisa idatha ye-ACD nezibalo kanye nedatha ekhishwe kusofthiwe yakho yokuphatha ubudlelwano bekhasimende kuyindlela enhle kakhulu yokukala abashayeli bebhizinisi namanye ama-KPI esikhungo sezingcingo.

4. Ukuphathwa Kwabasebenzi

Uma isikhungo sakho sezingcingo sikhiphe isixazululo se-workforce management (WFM), ungakwazi ukuqhathanisa idatha yomlando nedatha yesikhathi sangempela ukuze ulinganise isibikezelo sakho nevolumu yocingo lwangempela, ukubambelela kwe-ejenti kumashejuli abo, nokunye okwengeziwe. Ama-KPI okuphatha abasebenzi abalulekile ukuze ukhombe abamele ucingo bezinga eliphezulu.

5. Isikhathi Sokuqala Sokuphendula (FRT)

U-77% wabathengi uthi into ebaluleke kakhulu abayibheka ebhizinisini ukuthi inkampani iyasazisa yini isikhathi sabo noma cha. Isikhathi sokuqala sokuphendula i-KPI ngokuvamile sibhekwa njengebaluleke kakhulu. Akekho ofuna ukubanjwa. Ukuqinisekisa ukuthi abamele isikhungo sezingcingo bazisingatha ngokushesha izicelo kuzoshiya umbono ohlala njalo kwabafonayo. Ungakwazi ukubala le KPI ngokwamahora ezinsuku, inani lezinsuku isonto ngalinye, kanye ngonyaka. Ngokusho kwedatha , cishe u-35% wabafonayo bazoluyeka ucingo phakathi nomzuzu wokuqala wokulinda. Uma sekudlule imizuzu emithathu, i-66% emangazayo izoluyeka ucingo.

6. Amamethrikhi Okuqinisekisa Ikhwalithi

Abaphathi bangasebenzisa ukuqapha kwekhwalithi ukukala ama-KPI wekhwalithi yekholi. Ukusebenza komenzeli kuyisihluthulelo sokulinganisa ikhwalithi yekholi, okuhlanganisa ukuthi zixazulula ngokushesha kangakanani izinkinga zekhasimende, ukuthi zinembe kangakanani olwazini lwekholi yokungena, nokuthi zihamba kahle kangakanani ukusuka kolunye ucingo ukuya kolandelayo. Abenzeli abasha bavame ukubonisa amazinga aphansi wekhwalithi yekholi. Ukuqeqeshwa okuthuthukisiwe kunganikezwa kulaba basebenzi ukuze kukhuliswe ukusebenza kwekhwalithi yabo yezingcingo. Ikhadi lokuqinisekisa ikhwalithi lingathuthukisa kakhulu ukusebenza kwekhwalithi yekholi ku-ejenti ngayinye, futhi uma lisetshenziswa kahle, lizothuthukisa i-CX.

7. Sales Per Agent

Uzokala ukuthengisa kanye nenani lamakholi ukuze uhlole ukuthengisa ngomenzeli ngamunye wama-KPI. Abaphathi bangasebenzisa le methrikhi ukuze balungise okuhlosiwe futhi bathuthukise ukusebenza kokuthengisa kukonke.

8. Imali engenayo Ngocingo Oluphumelele

Le KPI yenza ukwazi ukukala ukuthi ingakanani imali engenayo ekhiqizwayo ngocingo ngalunye oluyimpumelelo. Abaphathi bathola le KPI ibalulekile ikakhulukazi lapho bekhiqiza imibiko yemali engenayo elindelwe. Iphinde ibavumele ukuthi balungise okuhlosiwe ngokuya ngedatha yenqubekelaphambili yamanje.

9. Ngemva kwesikhathi sokusebenza kwekholi (ACW)

Umsebenzi wangemuva kocingo kufanele ulinganiswe ukuze kunqunywe ukuthi singakanani isikhathi okufanele sabelwe le ngxenye yomsebenzi womenzeli wezingcingo. Okufanelekile, umsebenzi wangemuva kocingo kufanele ugcinwe usezingeni eliphansi ukuze kuqinisekiswe ukuthi i-ejenti ichitha isikhathi esiningi ngangokunokwenzeka ibamba izingcingo zamakhasimende esikhundleni sokubheka imisebenzi yokuthumela ucingo. Ukuthuthukisa isikhungo sezingcingo i-ACW kufanele kube yinto ehamba phambili ekukhuliseni ukusebenza kahle.

10. Call Arrival Rate

Le KPI izobala inani lamakholi angena usuku ngalunye futhi izofaka idatha yezinsuku okungenani ezingama-30 ezedlule. Uzokwazi ukulandelela kalula amaphethini ngale metric engakuvumela ukuthi udale kangcono amashejuli omenzeli wekholi.

11. Isilinganiso Sempumelelo Yokusetha Shayela

Akuwona wonke amakholi azophumelela. Ngokukala izinga lempumelelo yokusethwa kwezingcingo, abaphathi bangakwazi ukuthola umbono ongcono wokuthi zingaki izingcingo ezizoba yimpumelelo nsuku zonke. Lokhu kubavumela ukuthi bahlukanise izinsiza ngendlela efanele ukuze kuqinisekiswe amazinga aphezulu okuxhumana kwezingcingo ngempumelelo ayagcinwa.

12. Ukubamba Ucingo Olude Kakhulu

I-KPI yakho yokubamba ucingo ende izosiza abaphathi bezikhungo zezingcingo ukukhomba ukuthi izikhathi ezinde kakhulu zokubamba zisuka kuphi. Ukulungiswa kokushayela amashejuli e-ejenti kungenziwa ukuze kuncishiswe izikhathi zokulinda. Isibonelo, uma kukhonjwa ukuthi izikhathi ezinde kakhulu zokubamba izingcingo zenzeka njalo ngoLwesibili, lokhu kungaba inkomba yokuhlela inani elikhulu labasebenzeli bezingcingo ngalolu suku oluthile lweviki ngalinye.

13. Isilinganiso Sobude Bekholi

Uzodinga ukulungiselela le KPI ngokuqondile ngokuya ngemikhiqizo namasevisi athengiswayo/ahlinzekwayo. Isilinganiso sobude bekholi siyahluka kakhulu ukusuka kusikhungo socingo esisodwa kuya kwesinye.

14. Iminyaka Emaphakathi Yombuzo

Le KPI ikala ukuthi icala elimaphakathi lihlala isikhathi esingakanani livuliwe elingaxazululeki phakathi nocingo lokuqala. Ukuba mfushane kwesilinganiso seminyaka yombuzo, kuba ngcono.

15. First Call Resolution (FCR)

Ukulungiswa kwekholi yokuqala (i-FCR) iwukuthi imibuzo yekhasimende kanye nenjongo yekholi inakekelwe yini ngesikhathi befona okokuqala, ngaphandle kokudlulisela ucingo noma ukuphinda ushayele. I-FCR ivamise ukubonwa njengesisekelo se-call centre KPI's. Ngokocwaningo olwenziwe yi-The Ascent Group, izinkampani ezingu-60% ezikala i-FCR yazo okungenani izinyanga ezingu-12 zikwazile ukuthuthukisa i-FCR ngokufika ku-30% . I-FCR iyisikhungo sezingcingo esibalulekile kpi esingasiza ukuthuthukisa i-CX . Amakhasimende anesifiso esinamandla sokuthi imibuzo yawo ixazululwe ngesikhathi socingo lokuqala. Kungenzeka kakhulu ukuthi bashiye impendulo enhle uma lokhu kwenzeka. Ukulinganisa i-FCR kukuvumela ukuthi wenze kahle ukuze ukwazi ukuhlangabezana nezidingo zamakhasimende akho okokuqala ngqa.

16. I-Net Promoter Score (NPS)

I-net promoter score (NPS) isetshenziselwa ukukala ukwethembeka nolwazi lwekhasimende lwekhasimende. Kuyindlela entsha yokulinganisa ukwaneliseka kwekhasimende (bona i-CSAT ngezansi). I-NPS ivame ukubalwa ngokusekelwe empendulweni yombuzo ongu-1: “Mangakanani amathuba okuthi ungancoma le ejenti/noma inkampani kumngane noma osebenza naye? Amaphuzu ale mpendulo ngokuvamile asekelwe esikalini esisuka ku-0 kuye ku-10, lapho u-9 no-10 bengabathuthukisi, 7 - 8 bangenzi lutho, kuyilapho u-0 - 6 ebizwa ngokuthi abaphikisi. I-NPS isuselwa ekususeni iphesenti lamakhasimende adelela kubathuthukisi. Ngakho-ke amaphuzu angaphezu kwama-50 athathwa ngokuthi Mahle. I-NPS ikuvumela ukuthi uthole impendulo ebalulekile kumakhasimende ahlobene nokusebenzisana kwawo nesikhungo sezingcingo. Izikolo eziqinile ze-NPS zihlotshaniswa kakhulu nenzuzo enhle kanye nokukhula kwebhizinisi. Kufanele zihlolwe njalo ukuze kuzwakale kangcono ukuthi ungayithuthukisa kanjani i-NPS .

17. Ukwaneliseka Kwekhasimende (CSAT)

I-CSAT isilinganiso sokuthi imikhiqizo namasevisi ahlinzekwa yinkampani ahlangabezana kanjani noma adlule okulindelwe ngamakhasimende. Ngokuvamile ikhasimende linikezwa isikali esisuka ku-1 siye ku-5. Njenge-NPS, i-CSAT isetshenziswa njengenkomba ehamba phambili yokwethembeka kanye nemali engenayo yesikhathi eside evela kukhasimende. I-CSAT iyisilinganiso esihle sokwahlulela ukuthi abamele isikhungo sezingcingo balethe ulwazi olubi noma olusezingeni eliphezulu lwamakhasimende. Enye inhloso yokulinganisa izikolo ze-CSAT iwukuthola ukuqonda kangcono ukuthi yiziphi izici ezithinta isikhungo sezingcingo ngendlela engalungile kanye nokuthi yiziphi ezisithonya ngendlela enhle.

18. I-Customer Effort Score (CES)

Njenge-NPS, I-Customer Effort Score (CES) isilinganiso sokwaneliseka kwamakhasimende kanye nenkomba yokwethembeka, okwenza kube i-KPI edumile ukukala esikhungweni sezingcingo. I-CES ikalwa ngokubuza ikhasimende umbuzo ongu-1 (ofana nowe-NPS) “Bekulula kangakanani ukubhekana nesizathu socingo lwakho?” noma okunye okuhlukile kwalokho, esikalini kusuka ku-1 - 5 ukusuka ku-Very Difficult to Very Easy. Lo mbono wokusebenzelana “okulula” ukuthuthukisa ulwazi lwamakhasimende (i-CX) usuke esihlokweni esidume kakhulu se-Harvard Business Review, esiphetha ngokuthi ukwenza umsebenzi wenziwe ngokushesha nangempumelelo kukhasimende, kuholela ekuthuthukisweni kokwethembeka nokwanda kwe-CX. Ingabe ufuna ukuthuthukisa wonke lawa mamethrikhi kuwo wonke? I-Lightico igxile kakhulu ekusheshiseni izingcingo zamakhasimende ngokusebenzisa i- smart automation emisha namathuluzi okuhlanganyela nezinsiza . Ngokuhlomisa ama-agent akho ngamathuluzi abalulekile asheshisa ukuxazulula izinkinga ngesikhathi sangempela, i-Lightico ithuthukisa i-NPS. Cela Idemo Manje>>> Lapha