KPIs for Innovative Widgets customer service team members and a plan or procedure for monitoring team members’ performance

BSBCUS501 Manage quality customer service
Learner Instructions 3
(Monitor and improve customer service)
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BSBCUS501 Learner Instructions 1
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1. KPIs for Innovative Widgets customer service team members and a plan or
procedure for monitoring team members’ performance
KPIs for Innovative Widgets customer service representatives to address customer and
business requirements needs to b identified as stated below;
Performance Domain KPIs
a. call/ enquiry / complaint handling
time
Closing one call query or customer
compliant in 2 days
b. following organizational
procedures
Adhering to a minimum of three
organizational procedures
c. identifying customer issues and
opportunities to increase customer
satisfaction to meet customer needs
Take a minimum of 1 customer
feedback amongst 5 customers
d. assisting team members to improve
customer service
Evaluate customer rating on the basis of
customer service
e. assisting other internal customers
of the customer service team
Take feedback from customer service
team 1 in 5 internal customers
f. customer retention Retain one customer within 3 customers
g. sales Achieve monthly sales target of $50,000
h. ability to handle complaints Handle customer complaint effectively
by attending to every customer call and
providing them with a case ID
i. ability to record and store customer
information
Using a computer database and
customer ID creation, record and store
customer information
j. customer satisfaction Attain customer satisfaction – a rating
of a minimum of 3 in 5 rating scale
BSBCUS501 Learner Instructions 1
Version 1.0 Page 2 of 4