Measuring Customer Service Representitives Objectively


Who should I reward, who should I warn and who should I terminate?


C level executives focus on leverage points to make changes or influence that have a high payback for every unit of effort and time. Said another way..they want a big bang for buck of their efforts so they look for high leverage activities that have a big impact.

If you run an internal IT help desk….for example, a law firm or a hospital or other technology driven entity..…you have significant influence on the productivity of other internal people that the company pays a lot of money to show up every day and produce and generate revenue.…that's a leverage point.

If you run a customer service operation ….you have a lot of influence whether customers will buy more products/services…it's a leverage point. Anybody your company lets talk to customers is the face of the company and in a very influential position. Sure sales people generate revenue but customer service folks keep the customers coming back with their checkbooks….or not coming back.

C levels want well-oiled machines…and they know that the only way to achieve this is to have the absolute most talented employees.  The best and brightest leaders are fair and decent people. They want to reward, warn and terminate using objective data (i.e. metrics), but they rarely get it because it's often too hard to get this kind of information quickly from call tracking systems.

See examples of the kind of information that you can use to reward, warn and terminate:

IT Help Desk Reports with Metrics, Business Analytics & Key Performance Indicators (KPIs)

Customer Service/Call Center Reports with Metrics, Business Analytics & Key Performance Indicators (KPIs)

Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms