Customer Service TEAM Review Your Company Name
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Agenda
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TEXT HERE
01 02 03
WWW.COMPANY.COM
04 05
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About Company
3
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WWW.COMPANY.COM
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Our Team
4
John Carter
Elisabeth Finder
Jessica Parker
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WWW.COMPANY.COM
Amanda Clark
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WWW.COMPANY.COM
Customer Services Management Chart
5
TEXT HERE
TEXT HERE
TEXT HERE
TEXT HERE
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Customer Support Service Chart
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WWW.COMPANY.COM
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24 Hours
6
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Customer Satisfaction Goals
7
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WWW.COMPANY.COM
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Key Performance Indicators Customer Service
Text Here
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Text Here
Text Here Text Here
Put Text Here
Your Text Here
Text Here
Your Text Here
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Text Here Text Here
Text Here
Put Your Text Text Here
WWW.COMPANY.COM
Text Here
Put Your Text
Your Text Here Text Here
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8
Customer Service Team Benchmarking Chart
9
Category 8 Category 7 Category 6 Category 5 Category 4 Category 3 Category 2 Category 1 0%
10%
20%
30%
40%
WWW.COMPANY.COM
Series 1
50%
Series 2
60%
70%
80%
90%
Series 3
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and capture attention. This editable. Adapt and capture attention.
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100%
WWW.COMPANY.COM
Customer Service Team Benchmarking Dashboard
10
35%
50%
72%
98%
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Text Here
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Customer Satisfaction Score (CSAT)
11
Your Text Here
WWW.COMPANY.COM
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Excellent
50%
Very Good
86%
Good
28%
Poor
60%
Bad
44%
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Customer Support And Services Metrics
Product Development This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
WWW.COMPANY.COM
Churn Prevention This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
12
Rep Activity This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Team Efficiency This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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Team Performance Comparison
High Performers
13
Moderate Performers
Underperfor mers
5.8
Email response management
5.5
5.1
Phone channel delivery Single view of the customer
4.8
Analytics and insights Customer-to-agent chat
4.1 4.4 4.4
Mobile customer service
3.4
Co-browsing WWW.COMPANY.COM
5.1x
2.1
2.2x
2.5
4.1
3.5
Omni-channel interactions
2.7x
2
4.3
Self-service to live-service transition
Discussion forums
3
4.3
Web self-service
Social sense and respond
4.5x
4.5 4.5
Partner/customer collaboration
2.5
5.1
4.8
High performers vs. underperformers
1.8 1.5 2.1
3.5 3.4 4.5
3.5
1.9
4.1
3.1 4.5 4.3
1.6
3.5 2.5
1.3
1.1 1.5
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4.5x 3.5x 2.5x 1.5x 4..5x 5.5x 2.6x 6.5x 4.3
WWW.COMPANY.COM
Overall Team Performance Report
14
Total Rating
Awesome Replies
Ok Replies
Bad Replies
57
60
34
20
10%
5%
8%
45%
9h51m
0h39m
11h40m
1.8
21%
6%
8%
12%
Avg. Handle Time
Replies Time
Avg. Reply Time
Avg. First Reply Time
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First Response Time
15
9 8 8 7 6 5
4.5
4
3.5
3
2.5
1.9
2 1
2.6
3.5
3.3
2.5 1.9
1.5
2.9 1.4
0.5
WWW.COMPANY.COM
0 This slide is 100% editable. Adapt
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Average Handle Time
16
Target:<2m:30s
5m:15s 0
5m:15s
WWW.COMPANY.COM
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Average Response Rate
WWW.COMPANY.COM
70%
17
90%
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Customer Satisfaction Report
18
Customer Satisfaction
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Work meets expectations
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WWW.COMPANY.COM
General satisfaction This slide is 100% editable.
2013
2014
2015
2016
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Customer Service Lead Performance Review This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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WWW.COMPANY.COM
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19
Team Experience Report
20
Positive This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
WWW.COMPANY.COM
Negative This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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Customer Focus Performance
Personal Factors This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Contextual Factors Customer Focus Performance Review
Leadership Factors
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System Factors
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WWW.COMPANY.COM
21
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Team Factors This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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Customer Service Team Performance Report
22
Bar Chart â&#x20AC;&#x201C; Data Driven This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Category 5
Category 4
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Category 3
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WWW.COMPANY.COM
Category 1
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2
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6
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WWW.COMPANY.COM
Checklist For Individual's Services And Performance
Your Text Here
Text Here
Text Here
Put Text Here
×
Your Text Here
×
×
Put Text Here
Your Text Here
×
Put Text Here
×
Your Text Here
×
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23
Customer Churn Cause Analysis
Unsatisfactory Services
Availability
No Response
Connection
Scope
Waiting Unhelpful
Transmission
Failures
No Resolution
Service
Rates
Unfriendly
Billing
Terms
Unsatisfactory Relationship
Unsatisfactory Quality Coverage
Existence
push
24
Application Of Terms
Privacy
pull
Churn Relationship Quality Conditions
WWW.COMPANY.COM
Friends, Social Networks
Services
Media
Handsets, Mobile Stations
Influencers
Competitors
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Customer Churn Cohort Analysis
25
WWW.COMPANY.COM
Cohort
Months after starting usage 1
2
3
4
5
6
7
Jan
98%
78%
85%
75%
88%
69%
89%
Feb
87%
79%
72%
63%
69%
69%
Mar
82%
85%
79%
71%
75%
Apr
90%
83%
85%
83%
May
83%
88%
82%
Jun
84%
90%
July
96%
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Team Experience And Engagement
26
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Staff Experience Initiatives
Staff Attitude And Opinion
WWW.COMPANY.COM
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04
03
27
01
02
Head Office Support This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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Medium Used Vs. Medium Preferred
WWW.COMPANY.COM
Medium Used
28
Medium Preferred
50%
Telephone
50%
45%
55%
73%
Face To Face
27%
84%
Live Web Chat
16%
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Net Promoter Score (NPS)
29
35%
Detractors
WWW.COMPANY.COM
NPS 25%
Passives
40%
Promoters
25.5
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Net Promoter Score (NPS)
30
% Of Customers
3.5 3 2.5 2 1.5 1 0.5 0
Detractors
Passives
WWW.COMPANY.COM
Net Promoter Score:
Promoters
73
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your
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your
Willingness To Recommend
5%
31
Very Likely 10%
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Somewhat Likely 15%
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45%
Somewhat Unlikely
WWW.COMPANY.COM
25%
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Impact Of Different Methods Of Contact On Consumer Perceptions
Communication Channels Ever Used To Contact A Customer Service Department
Impact Of The Methods Used On Perceptions Of The Organization
WWW.COMPANY.COM
Positive
Neutral
Negative
Live online chat
70%
86%
46%
Touch tone telephone services
40%
73%
55%
Call Back
28%
45%
40%
09%
Voice reorganization telephone services
35%
86%
48%
64%
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04%
31%
32
Customer Service Strategy Development
33
2 10
Detailed Customer Needs Assessment
Literation To Optimize Customer Care Model
3
1
WWW.COMPANY.COM
Develop Customer Care Vision
• Vision/Mission Statement Formulation • High Level Customer Needs Assessment • High Level Competitive Positioning Statement
Internal Capability Assessment
4 Cross-industry Bench Marking To Establish Standards
5 Partner And/or Distributor Capability Assessment
7
9
6 Establish Service Level Requirement
Develop Detailed Blueprint Of Processes
Yes
Can Objectives Be Achieved Internally?
Develop Hypotheses On Customer Care Model And Iterate
11 Define IT Architecture And Capabilities Required
No
12
8 Inputs For Vendor Selection
Vendor Selection And Negotiation
Conduct Economic Assessment
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Develop Detailed Implemen tation Plan
Customer Service Development
34
Professional Services
Tech Support
Local Support
Education
Customer
WWW.COMPANY.COM
Hotline
Corporate Support
Online
Product Development
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Touchpoint Performance Customer Relationship
Learn More
Product Support
Customer Service
Compare Brands
Prepurchase Research
Buy Online
Coupon
Vitierc To Buy
Influence
Believability
Credibility
Trust
Digitaltouch Point
35
Website
Portal Article Search
Testimonial Price Comparison Social Media
WWW.COMPANY.COM
Online Video Info Social Network Email
Blog PERFORMANCE DIMENSION
Web Equity
Pre-purchase
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Postpurchase
Relationsh ip Building
WWW.COMPANY.COM
Customer Service On Social Media Review
36
Content
People
Share
Friends
Community
Like
Group
Feedback
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The Disconfirmation Model
10
37
High Expectations
8 7
Negative Disconfirmation “Disappointment”
6
5
WWW.COMPANY.COM
Unfavorable Performance
4
3 2 1
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Dissatisfaction Zone
Favorable Performance
Satisfaction Zone
9
Customer Lifecycle Touch Points Management
Proactive Maintenance
Searches Internet
Follow Up On Trouble Ticket
Need Generation
Calls Content Center
Trouble Ticket Generation Cyclic Billing
Initial Consideration
Usage
Starts Using The Service
Calls Channel Partner
Before
Training
First Interactions
Testing
Invoice Raise
38
After Delivery Installation
Installation
Loyalty curve
Subsequent Interaction
During
Engagement
Solution Presentation Submission Of Quote
WWW.COMPANY.COM
Actual Delivery
Signs Contract
Moment Of Purchase
Studies Proposal Evaluation
Calls In Case Of A Query
Final Presentation
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39
WWW.COMPANY.COM
ADDITIONAL SLIDES
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Our Mission
40
WWW.COMPANY.COM
TEXT HERE
TEXT HERE
TEXT HERE
TEXT HERE
Jass Smith
John Smith
Carol Smith
Harry Smith
Anita Smith
JOB TITLE HERE
JOB TITLE HERE
JOB TITLE HERE
JOB TITLE HERE
JOB TITLE HERE
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Our Team
41
JOHN SMITH
CAROL SMITH
PETER SMITH
ANITA SMITH
JOB TITLE HERE
JOB TITLE HERE
JOB TITLE HERE
JOB TITLE HERE
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WWW.COMPANY.COM
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Our Goal
42
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Text Here
Text Here
WWW.COMPANY.COM
Text Here
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Comparison
43
60% Text Here
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WWW.COMPANY.COM
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40%
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Quotes
44
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ANITA SMITH CEO This slide is 100% editable.
TEXT HERE 2016- 2018
WWW.COMPANY.COM
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World Map
45
GREENLAND 01 02 05 CANADA ASIA
SOUTH AMERICA
03
04 06
WWW.COMPANY.COM
AFRICA
AUSTRALIA
GREENLAND
CANADA
SOUTH AMERICA
AFRICA
ASIA
AUSTRALIA
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Timeline
46
WWW.COMPANY.COM
2017
Text Here
Text Here
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2018
2019
Text Here
Text Here
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2020
Post It
47
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WWW.COMPANY.COM
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News Paper
48
Technical Support News This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
WWW.COMPANY.COM
Product Management
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Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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11:12:2015
Puzzle
49
This slide is 100% editable.
01 This slide is 100% editable.
WWW.COMPANY.COM
Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Adapt it to your needs and capture your audience's attention.
05
02
04
03
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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Target
50
04 03 02
WWW.COMPANY.COM
01
This slide is 100% editable. Adapt it to your
This slide is 100% editable. Adapt it to your
This slide is 100% editable. Adapt it to your
This slide is 100% editable. Adapt it to your
needs and capture audience's attention.
needs and capture audience's attention.
needs and capture audience's attention.
needs and capture audience's attention.
your
your
your
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your
Circular
51
This slide is 100% editable.
This slide is 100% editable.
Adapt it to your needs and capture your audience's attention.
Adapt it to your needs and capture your audience's attention.
07
01
This slide is 100% editable.
This slide is 100% editable.
Adapt it to your needs and capture your audience's attention.
Adapt it to your needs and capture your audience's attention.
06
02
05
WWW.COMPANY.COM
This slide is 100% editable.
03 04
Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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Venn
52
This slide is 100% editable.
Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
01
WWW.COMPANY.COM
03
This slide is 100% editable.
Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
02 This slide is 100% editable.
Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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Mind Map
53
This slide is 100% editable.
Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide is 100% editable.
WWW.COMPANY.COM
Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Download 500,000+ PowerPoint Presentation Templates and Slides at www.slideteam.net
WWW.COMPANY.COM
Matrix
54
Validity
Reliability
Credibility
Trustworthiness
Internal
Neutrality
Consistency Dependability
External
Confirmability
Applicability Transferability
Dependability Reliability
Validity
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Lego
55
This slide is 100% editable.
Adapt it to your needs and capture your audience's attention. This slide is 100% editable. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
A
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs
B
C
and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs
WWW.COMPANY.COM
and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs
D
E
and capture your audience's attention.
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Silhouettes
56
05
01
02
04
WWW.COMPANY.COM
03
This slide is 100% editable.
This slide is 100% editable.
This slide is 100% editable.
This slide is 100% editable.
This slide is 100% editable.
Adapt it to your needs and capture your audience’s attention.
Adapt it to your needs and capture your audience’s attention.
Adapt it to your needs and capture your audience’s attention.
Adapt it to your needs and capture your audience’s attention.
Adapt it to your needs and capture your audience’s attention.
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Bulb Or Idea
57
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. WWW.COMPANY.COM
Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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Bar Graph
58
20 18 16 14 12 10 8 6 4
2
WWW.COMPANY.COM
0
JAN
FEB MAR APR MAY JUN
JUL
AUG SEP OCT NOV DEC
This slide is 100% editable.
This slide is 100% editable.
This slide is 100% editable.
Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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Funnel
59
This slide is 100% editable.
01
Adapt it to your needs and capture your audience's attention.
This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
02 This slide is 100% editable.
03
Adapt it to your needs and capture your audience's attention.
This slide is 100% editable.
WWW.COMPANY.COM
Adapt it to your needs and capture your audience's attention.
04 This slide is 100% editable.
05
Adapt it to your needs and capture your audience's attention.
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60
WWW.COMPANY.COM
Thank You
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