Customer Service Cases Completed on Time
What is it?
Customer Service Cases Completed on Time measures the proportion of customer service inquiries or issues that have been resolved within the agreed-upon timeframes. In this metric, users can select different timeframes depending on the priority of the case. It shows how effectively the organization manages and resolves customer service cases within the specific time requirements that have been set.
How is it calculated?
(Number of cases completed on time / Total number of cases) x 100 = Percentage of Customer Service Cases Completed on Time (%)
* Includes only those customer cases that have been closed during the specified period.
Why is it important to follow?
Tracking the percentage of customer service cases completed on time is crucial for evaluating an organization's ability to meet customer service commitments and fulfill customer expectations. By adjusting the timeframes for different types of cases, the organization can identify and prioritize the most critical cases and improve its ability to deliver prompt and efficient customer service. This metric is also useful for monitoring and improving processes and procedures for case management and ensuring a high level of customer satisfaction.
Created by Homepal
3/6/2024
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