Operations Customer Support Evaluation Checklist Template
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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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