When all things are the same…Customer Service is the difference.
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You have to keep score, to know if you are winning!  Metrics are your way to keep score.  Maintaining the proper metrics will tell you when you need to improve a process, add more people and even that things are working well. Often times, customers will state that they are “dissatisfied with Customer Service”.  This may by the case sometimes.  However, there are many organizations that work together to develop, maintain and distribute your product/service.  A full suite of metrics will give you a clear view of how these organizations are working together.  A break down in the process upstream can have an impact on how your customer views your Customer Service Experience. The “number of new SR’s”, “time to resolution”, “call abandon rates”, “time to in service”, and “projects on time” are a few of the more common metrics that Customer Service organizations track.  But, are they the best metrics to track?  If not, what are the best metrics to track? The answer is simple, the best metrics to track are the ones that tell you how you are taking care of your customer at each step in the process.  There is no magic set of metrics that apply to every business.  You need to measure what matters to your customers. We take the time to get to know your business. Then we develop a strategy that will ensure you have the right metrics to manage your business and satisfy your customers.

Metrics Development

©2017 Ap Rhys Solutions, Inc.
Learn More About Our Services LinkedIn Facebook Google+ Twitter
Website designed and managed by WSI Superior Analytics
When all things are the same…Customer Service is the difference.
Home Services Resources About Us Contact Us
You have to keep score, to know if you are winning!  Metrics are your way to keep score.  Maintaining the proper metrics will tell you when you need to improve a process, add more people or even that things are working well. Often times, customers will state that they are “dissatisfied with Customer Service”.  This may by the case sometimes.  However, there are many organizations that work together to develop, maintain and distribute your product/service.  A full suite of metrics will give you a clear view of how these organizations are working together.  A break down in the process upstream can have an impact on how your customer views your Customer Service Experience. The “number of new SR’s”, “time to resolution”, “call abandon rates”, “time to in service”, and “projects on time” are a few of the more common metrics that Customer Service organizations track.  But, are they the best metrics to track?  If not, what are the best metrics to track? The answer is simple, the best metrics to track are the ones that tell you how you are taking care of your customer at each step in the process.  There is no magic set of metrics that apply to every business.  You need to measure what matters to your customers. We take the time to get to know your business. Then we develop a strategy that will ensure you have the right metrics to manage your business and satisfy your customers.

Metrics Development

©2015 Ap Rhys Solutions, Inc. All rights reserved.
Learn More About Our Services LinkedIn FAcebook Google+ Twitter
Website designed and managed by WSI Superior Analytics