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

• Assess team's communication skills

• Check team's problem-solving abilities

• Review team's product knowledge

• Evaluate team's patience and listening skills

• Measure team's response time

Customer Support Process

• Assess complaint handling procedure

• Review escalation process

• Check efficiency of the ticketing system

• Evaluate return and refund policy

• Review the after-sales support process

Customer Feedback

• Analyze customer complaint data

• Review customer satisfaction ratings

• Check follow-up procedure on customer feedback

• Study customer suggestions for improvements

• Evaluate response to negative feedback

Customer Support Technology

• Evaluate effectiveness of CRM software

• Check efficiency of live chat tools

• Assess utility of knowledge base resources

• Review the mobile customer support capabilities

• Check automation tools for efficiency

Customer Support Metrics

• Track first response time (FRT)

• Monitor customer satisfaction score (CSAT)

• Review Net Promoter Score (NPS)

• Check Customer Effort Score (CES)

• Assess the Average Handle Time (AHT)

Prepared By: [YOUR NAME]

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