Operations Customer Support Evaluation Checklist
Operations Customer Support Evaluation Checklist
This checklist exists with the main objective of ensuring the quality and effectiveness within the operations of customer support. It achieves this by involving a comprehensive, detailed list of tasks. Each task is included to thoroughly examine and analyze various aspects and components of the customer support process, providing a thorough overview from beginning to end.
Customer Support Staff Skills
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Assess team's communication skills
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Check team's problem-solving abilities
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Review team's product knowledge
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Evaluate team's patience and listening skills
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Measure team's response time
Customer Support Process
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Assess complaint handling procedure
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Review escalation process
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Check efficiency of the ticketing system
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Evaluate return and refund policy
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Review the after-sales support process
Customer Feedback
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Analyze customer complaint data
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Review customer satisfaction ratings
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Check follow-up procedure on customer feedback
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Study customer suggestions for improvements
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Evaluate response to negative feedback
Customer Support Technology
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Evaluate effectiveness of CRM software
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Check efficiency of live chat tools
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Assess utility of knowledge base resources
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Review the mobile customer support capabilities
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Check automation tools for efficiency
Customer Support Metrics
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Track first response time (FRT)
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Monitor customer satisfaction score (CSAT)
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Review Net Promoter Score (NPS)
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Check Customer Effort Score (CES)
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Assess the Average Handle Time (AHT)
Prepared By: [YOUR NAME]
