The last blog discussed Key Performance Indicators and motivating staff. A motivated staff is a key component of increasing KPIs, but there are other ways to improve the overall performance of your company. Here are some things to keep in mind.
Find the KPIs That Matter To You!
The first thing you need to do is to check to ensure your CRM is meeting all of your needs, which is vital to increasing your efficiency and Key Performance Indicators. The CRM will help you to get to another part of your goals; it will help find what actually matters to your business. There is no universal rule when it comes to KPIs, as there can be several things you select that matter. But depending on your business and what you are looking to do, a certain KPI might not make sense for your specific business or even for your department. Do you need to measure Average Handle Time? How about Response Time? First call resolution? These are all things that you need to consider, and checking numbers within a CRM can help you make those important decisions.
Measure the results, be ready to change!
In order to see how effective your KPIs are, you need to check the numbers month over month and year over year. You need to ensure the customer experience is not being sacrificed in the pursuit of numbers. A KPI is only valuable if it helps you improve, not if it makes your customers devalue your brand! If something is not working, don’t be scared of removing a KPI that isn’t working.
Help us help you! If you need more information or for a free assessment of your CRM needs, contact us!