Metrics to measure customer experience plays a key role in determining how well outsourcing works for a business. This helps assess the customer requirements as well as get an insight into current market demands. Professional end-user outsourcing companies like Bobcares rely on four key performance indicators to measure customer insights.

Ticket Flow per hour

Companies and organizations new to outsourcing end-user support often falter when it comes to deciding how much support they actually require. Reliable outsourcing support companies like Bobcares make this easier by computing the average number of tickets during business hours, weekdays as well as after hours.

Moreover, if the business has global customers, geographical locations are also taken into consideration.

Inquiries

Potential customers often contact end-user support to inquire about a product or service. Tracking this metric gives the business a better idea of where to place its focus. For instance, suppose there is a high number of pre-sales and product-related inquiries, but the sales numbers do not reflect these figures. In such cases, it is safe to say that we have to focus more on converting leads to actual sales.

Leaving this in the hands of professional support companies like Bobcares gives access to teams well-versed in handling similar scenarios. How to measure customer perception is no longer a difficult task.

Complaints

If the customer desk has been receiving an unusually large number of complaints, immediate intervention is required. Using this metric lets the businesses know about the common problems faced by their customers. Third-party companies excel in end-user support by dealing with irate customers and solving their issues within the shortest time possible.

Feedback

Another popular metric to measure customer experience is via feedback form after they avail help from customer support. Additionally, positive feedback testimonials can be used to promote the business. After all, glowing reviews and testimonials go a long way in encouraging potential customers to take the plunge when it comes to outsourcing support. To wrap things up, using these Key Performance Indicators (KPI) is a great way to measure customer insights when it comes to partnering with a third party.