{"id":19958,"date":"2025-02-25T16:27:16","date_gmt":"2025-02-25T09:27:16","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=19958"},"modified":"2025-02-25T16:42:23","modified_gmt":"2025-02-25T09:42:23","slug":"kpis-for-customer-service-representatives","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/kpis-for-customer-service-representatives\/","title":{"rendered":"Develop KPIs for Customer Service Representatives and Template"},"content":{"rendered":"<p>How can you tell if a customer service representative is doing a good job?<strong> KPI (Key Performance Indicators) \u2013 key performance indicators<\/strong> will be a tool that helps managers objectively evaluate work performance and accurately measure customer experience.<\/p>\n<p>A well-structured KPI system not only helps improve service quality but also boosts the motivation of customer service representatives, helping them understand their goals and strive for excellence in their work.<\/p>\n<h2>Where to start when developing KPIs for customer service representatives?<\/h2>\n<p>Determining which metrics to include in the KPI table requires a clear direction. It usually starts with the business's objectives \u2192 Align with customer service cultural values \u2192 Customer Service Department objectives \u2192 Customer service employee KPIs<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-19959 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_KPI1.jpg\" alt=\"Customer service KPI\" width=\"800\" height=\"411\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_KPI1.jpg 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_KPI1-300x154.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_KPI1-768x395.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_KPI1-18x9.jpg 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<p>Following this sequence ensures that the KPIs of customer service representatives are aligned with business objectives and consistent with the organizational culture.<\/p>\n<blockquote><p>Note: Each business has different business objectives and cultures, so the KPI set for customer service representatives may vary.<\/p><\/blockquote>\n<h2>2. Characteristics of Customer Service Professionals &amp; Management Perspective<\/h2>\n<p>To develop a KPI table, businesses also need to consider both sides.<\/p>\n<h3>2.1 The Manager's Perspective \u2013 KPIs Are Not Just Numbers<\/h3>\n<p>For managers, KPIs are not only a measure of performance but also reflect service quality, customer satisfaction levels, and the business's growth potential. Understanding KPIs correctly helps managers not only evaluate employees fairly but also develop reasonable service improvement strategies.<\/p>\n<p>As a professional manager, you need to build a KPI table that balances three factors:<\/p>\n<ul>\n<li>Practicality<\/li>\n<li>Challenges (motivating call center agents to strive)<\/li>\n<li>Flexibility (adjustable in some cases)<\/li>\n<\/ul>\n<h3>2.2 Customer Service Representatives \u2013 More Than Just Call Center Agents<\/h3>\n<p>Customer service representatives are individuals with strong communication skills, patience, flexibility, and, most importantly, the ability to maintain a professional attitude even in stressful situations. They not only resolve issues but also serve as a bridge to build trust between customers and the brand.<\/p>\n<p><strong>See details:<\/strong><span style=\"color: #ff6600;\"> <a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/knowledge\/tieu-chi-tuyen-dung-nhan-vien-cham-soc-khach-hang\/\">Customer service representative profile and recruitment criteria<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<h2>3. Key Performance Indicators for Customer Service Representatives<\/h2>\n<p>The customer care KPI system is divided into the following three groups of metrics:<\/p>\n<ul>\n<li aria-level=\"1\">Performance evaluation<\/li>\n<li aria-level=\"1\">Assessing customer satisfaction levels<\/li>\n<li aria-level=\"1\">Assessing the level of compliance with internal rules and regulations<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-19960 size-full\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_KPI2.jpg\" alt=\"Customer Service Representative Performance Index\" width=\"800\" height=\"411\" srcset=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_KPI2.jpg 800w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_KPI2-300x154.jpg 300w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_KPI2-768x395.jpg 768w, https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2025\/02\/BSV_KPI2-18x9.jpg 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<h3>3.1 Key Performance Indicators (KPIs) for Work Performance Evaluation<\/h3>\n<h4>Average Handling Time (AHT)<\/h4>\n<ul>\n<li aria-level=\"1\"><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/reduce-call-handling-time\/\">Measure the average time<\/a><\/span> an employee is needed to handle a customer request.<\/li>\n<li aria-level=\"1\">If AHT is too high, the support process may not be optimized or employees may lack the skills to handle the situation.<\/li>\n<\/ul>\n<h4>First Call Resolution (FCR) rate<\/h4>\n<ul>\n<li aria-level=\"1\">Assess the ability to resolve issues the first time a customer contacts us.<\/li>\n<li aria-level=\"1\"><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/first-contact-resolution\/\">FCR<\/a><\/span> High levels of satisfaction, reduced workload, and optimized customer experience.<\/li>\n<\/ul>\n<h4>Number of requests processed per day (Tickets)<\/h4>\n<ul>\n<li aria-level=\"1\">This KPI helps measure the productivity of each employee.<\/li>\n<li aria-level=\"1\">If the number is too low, employees may need additional training on how to work more effectively.<\/li>\n<\/ul>\n<h4>Average Response Time<\/h4>\n<ul>\n<li aria-level=\"1\">Measure the average time employees need to respond to customers via phone, email, or chat.<\/li>\n<li aria-level=\"1\">The faster the response time, the better the customer experience.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3>3.2 KPI for Evaluating Customer Satisfaction Levels<\/h3>\n<h4>Customer Satisfaction Score (CSAT)<\/h4>\n<ul>\n<li aria-level=\"1\">This index is typically measured through surveys after each support session, helping <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/tinh-csat\/\">assess customer satisfaction levels<\/a><\/span> with customer service representatives.<\/li>\n<li aria-level=\"1\">If the CSAT score is low, the quality of service and work processes should be reviewed.<\/li>\n<\/ul>\n<h4>Net Promoter Score (NPS)<\/h4>\n<ul>\n<li aria-level=\"1\">Assess whether customers are willing to recommend the business to others.<\/li>\n<li aria-level=\"1\">One <span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/knowledge-about-nps-and-how-to-measure-it\/\">NPS<\/a><\/span> Low scores may indicate that customer service representatives have not created a memorable experience or have not resolved issues thoroughly.<\/li>\n<\/ul>\n<h3>3.3 KPIs for evaluating compliance with internal rules and regulations<\/h3>\n<h4>Process Compliance Rate [%]<\/h4>\n<ul>\n<li aria-level=\"1\">Purpose: To evaluate the level of employee compliance with customer service procedures, from greeting, verifying information, handling requests, to ending the call.<\/li>\n<li aria-level=\"1\"><strong>Formula:<\/strong> (Number of interactions that comply with the process \/ Total number of interactions checked) \u00d7 100<\/li>\n<\/ul>\n<h4>Compliance rate with security policies &amp; customer data processing [%]<\/h4>\n<ul>\n<li aria-level=\"1\">Purpose: To ensure employees do not disclose customer personal information in violation of regulations, thereby avoiding legal risks.<\/li>\n<li><strong>Formula:<\/strong> (Number of times compliance with security regulations was achieved \/ Total number of checks) \u00d7 100<\/li>\n<\/ul>\n<h4>Number of violations of internal regulations during the month (Number of incidents)<\/h4>\n<ul>\n<li aria-level=\"1\">Description: Record the number of times employees violate internal regulations (late arrival, taking unscheduled leave, failure to follow work procedures, unprofessional communication, etc.).<\/li>\n<\/ul>\n<h4>Training completion rate &amp; new regulation updates [%]<\/h4>\n<ul>\n<li aria-level=\"1\">Purpose: To ensure employees are always up to date with new regulations and reduce errors due to lack of knowledge.<\/li>\n<li><strong>Formula:<\/strong> (Number of employees who completed training \/ Total number of employees requiring training) \u00d7 100<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2>4. KPI Template for Customer Service Representatives<\/h2>\n\n<table id=\"tablepress-KPICSKH\" class=\"tablepress tablepress-id-KPICSKH\">\n<thead>\n<tr class=\"row-1\">\n\t<th class=\"column-1\">KPI Group<\/th><th class=\"column-2\">Index<\/th><th class=\"column-3\">Formula\/evaluation method<\/th><th class=\"column-4\">Purpose<\/th><th class=\"column-5\">Cutoff score<\/th>\n<\/tr>\n<\/thead>\n<tbody class=\"row-striping row-hover\">\n<tr class=\"row-2\">\n\t<td class=\"column-1\">Work performance<\/td><td class=\"column-2\">Total calls handled<\/td><td class=\"column-3\">Total number of support calls\/chats\/emails in the month<\/td><td class=\"column-4\">Workload assessment<\/td><td class=\"column-5\">\u2265 50 calls per day<\/td>\n<\/tr>\n<tr class=\"row-3\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\">Average Handling Time (AHT)<\/td><td class=\"column-3\">(Total processing time\/number of requests processed)<\/td><td class=\"column-4\">Measure employee processing speed<\/td><td class=\"column-5\">\u2264) 5 minutes per request<\/td>\n<\/tr>\n<tr class=\"row-4\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\">First-time resolution rate (FCR)<\/td><td class=\"column-3\">(Number of requests resolved on first contact\/total number of requests) x 100<\/td><td class=\"column-4\">Test problem-solving skills immediately<\/td><td class=\"column-5\">\u2265 80%<\/td>\n<\/tr>\n<tr class=\"row-5\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\">Escalation rate<\/td><td class=\"column-3\">(Number of requests requiring escalation\/Total number of requests) x 100<\/td><td class=\"column-4\">Assessing problem-solving skills<\/td><td class=\"column-5\">\u2264 10%<\/td>\n<\/tr>\n<tr class=\"row-6\">\n\t<td class=\"column-1\">Quality of service<\/td><td class=\"column-2\">Internal quality assessment points<\/td><td class=\"column-3\">(QA score \/ maximum total score) x 100<\/td><td class=\"column-4\">Verify compliance with procedures and expertise<\/td><td class=\"column-5\">\u2265 90%<\/td>\n<\/tr>\n<tr class=\"row-7\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\">Error rate<\/td><td class=\"column-3\">(Number of errors\/Total number of requests) x 100<\/td><td class=\"column-4\">Determine whether employees make frequent mistakes<\/td><td class=\"column-5\">\u2264 2%<\/td>\n<\/tr>\n<tr class=\"row-8\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\">Call recording evaluation points<\/td><td class=\"column-3\">Scoring based on the following criteria: Attitude, process, effectiveness of support<\/td><td class=\"column-4\">Evaluating communication quality<\/td><td class=\"column-5\">\u2265 4.5\/5<\/td>\n<\/tr>\n<tr class=\"row-9\">\n\t<td class=\"column-1\">Customer satisfaction level<\/td><td class=\"column-2\">CSAT<\/td><td class=\"column-3\">(Number of satisfied responses\/total number of responses) x 100<\/td><td class=\"column-4\">Assessing customers' direct perceptions<\/td><td class=\"column-5\">\u2265 85%<\/td>\n<\/tr>\n<tr class=\"row-10\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\">NPS<\/td><td class=\"column-3\">% Referred Customers - % Complaining Customers<\/td><td class=\"column-4\">Measuring customer loyalty<\/td><td class=\"column-5\">\u2265 50%<\/td>\n<\/tr>\n<tr class=\"row-11\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\">Complaint rate<\/td><td class=\"column-3\">(Number of complaints\/total interactions) x 100<\/td><td class=\"column-4\">Monitor customer complaints<\/td><td class=\"column-5\">\u2264 5%<\/td>\n<\/tr>\n<tr class=\"row-12\">\n\t<td class=\"column-1\">Comply with rules and regulations<\/td><td class=\"column-2\">Process compliance rate<\/td><td class=\"column-3\">(Number of interactions following the process\/total number of interactions) x 100<\/td><td class=\"column-4\">Ensure compliance with the company's established procedures<\/td><td class=\"column-5\">\u2265 95%<\/td>\n<\/tr>\n<tr class=\"row-13\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\">Compliance with the privacy policy<\/td><td class=\"column-3\">(Number of times compliance with security regulations was achieved \/ total number of checks) x 100<\/td><td class=\"column-4\">Avoid the risk of customer information leaks<\/td><td class=\"column-5\">100%<\/td>\n<\/tr>\n<tr class=\"row-14\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\">Number of violations of internal regulations during the month<\/td><td class=\"column-3\">Total number of times employees violated internal regulations<\/td><td class=\"column-4\">Check the level of employee discipline<\/td><td class=\"column-5\">\u2264 once a month<\/td>\n<\/tr>\n<tr class=\"row-15\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\">Internal training completion rate<\/td><td class=\"column-3\">(Number of courses attended\/total number of courses offered) x 100<\/td><td class=\"column-4\">Ensure employees update their knowledge<\/td><td class=\"column-5\">\u2265 90%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n<p>&nbsp;<\/p>\n<p><strong>BELLSYSTEM24 VIETNAM<\/strong><\/p>\n<p>Vietnam's No. 1 Contact Center &amp; BPO Provider<\/p>","protected":false},"excerpt":{"rendered":"<p>L\u00e0m sao \u0111\u1ec3 bi\u1ebft m\u1ed9t nh\u00e2n vi\u00ean CSKH \u0111ang l\u00e0m t\u1ed1t hay ch\u01b0a? KPI (Key Performance Indicators) \u2013 ch\u1ec9 s\u1ed1 [&hellip;]<\/p>","protected":false},"author":13,"featured_media":19960,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[],"class_list":["post-19958","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - 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