KPI tracking is essential regardless of your sector telegram data of activity or even your internal services. It therefore has its place in your B2B customer service department, whether digital, telephone or even mixed. It allows you to measure the performance of your advisors first. Secondly, you can identify the strengths and weaknesses of your B2B customer service. In this way, you are able to improve the weaknesses and generalize good practices. These decisions will be all the more legitimate because you can measure the relevance of the actions taken using numerical data.
As a reminder, a KPI (Key Performance Indicator) is used to measure the overall effectiveness of a campaign, strategy or particular action. It must be monitored regularly over time in order to keep an eye on your strategy. The data collected must be stored in a dashboard in order to benefit from an overview (past / present). In addition, a good KPI must be SMART:
Specific
Measurable
Achievable
Feasible
Temporal
If any of these conditions are not met, it is not a good KPI that you can use in developing your next strategy. This brings us to the question that interests you: which KPIs should you track to measure the quality of your B2B customer service?