Key Performance Indicators - Assignment Example

The call resolution indicator

            The indicator will focus on the number of calls that will lead to the resolving of a particular problem as put forward by the customers. The institution will need at least ten calls from the consumers in order to look into a particular problem (Parmenter). The number will eliminate any doubts in the existence of the problem.                                               

Customer satisfaction indicator

            The perspective will focus on registering the opinions by customers about the provision of the services by the agents of the business entity (Kerzner). The feedbacks will ensure the apprehension of consumer needs and the upgrade as per the consumer satisfaction.

The mean handling time indicator 

 The aspect will register the time that elapses when an agent attends to the client. The information will evaluate the efficiency of the workforce. The time measure will also register the ability of the institution in handling complaints.
         
   Procedure for monitoring team members’ performance against KPIs     

Every employee objective has a link with at least one KPI. The fact will make sure that the evaluation of the performance is simple and efficient. To be more specific, the institution will employ the unit team key performance indicator. The indicator will illustrate the ratio of the difference between the complaints that an agent handles that result to customer satisfaction against the number of the customers that are not satisfied. The KPI illustrates the performance of the human resource.

A questionnaire for customer feedback            
The following questionnaire will focus on acquiring customer feedback as well as registering the performance from the consumers’ perspective. Any information henceforth will be confidential and shall not be available to the public.
1.         Personal information §  Name ………… §  Age ………….. §  Gender …………… §  Nationality …………….
2.         Factual information ·                 Kindly answer correctly the questions. ·                 How many times do you contact the service in a week ………………………. ·                 What is the average time that you have been on hold………………………….. ·                 How many times do your calls go through in the time of contact……………
3.         Open-ended queries ·                 Is the service satisfactory………….. ·                 What is your opinion regarding on what should be done as a measure of                                    upgrading your experience with the service……………. ·   
            
  On a scale of 1 to 10 rate the service experience with the institution?
Recommendations to the company      
       The title of the essay illustrates the possible upgrades that the customers suggest about the prevailing customer service exercises. The propositions here in also concentrate on the possible weaknesses of the program. Consequently, goes a step further in providing the best recommendations.             There are issues of security that arise from the program. Most customers do not know whether the information that they communicate with their spouses and friends is confidential. The company needs to improve on the assurance policy that prompts the networks as private to ensure that customers are comfortable (McLean).             In addition to the security problem, most consumers do not know how most of the fairness of the lottery programs. Most of them are not sure of whether the programs are valid or whether there is internal influence on the results. The company thus needs to provide more proof to the consumers as a way of converting more potential customers into actual consumers. The institution can put forward various legal documents that accrue to the draw (Hastings).             The business entity should also align itself with the best service provider. The act will enhance the promotion strategies thus more profits to the company. The company should thus consider the service providers level of security and confidentiality.             The institution should also consider on reducing the interval time that makes up the monitoring duration. More checkups should occur in order to determine the extent of progress. Furthermore, the risk analysis manuscript should have updates of every change with respect to time. The solutions to the risks should also be components of a particular measure.The business entity also needs to have a separate program that focuses on security breaches and the apprehension of complaints (Tugnoli A.). The step will ensure quick troubleshooting of the company’s daily activities. In addition, the institution should notify the customers of the reception of the complaint and the successive measurement to be put forward.             The firm should also provide the possible period that characterizes data storage. The firm should also notify the consumers on the period that certain services are valid before they expire. The measure will act as a differentiation step thus improves on the company’s competition in the (Parmenter) the probable examples should be the expiry time of various subscriptions and the respective renewal period. Notifications should also act as follow-ups for any delays in the subscriptions.