Do you know the health of your customers? Not their physical health, but the health of the relationship between your customers and your company. In a recent article, Bob Hayes, PhD discusses the importance of measuring various metrics or analytics to determine customer health scores. Knowing customer health scores can assist companies by offering descriptive, predictive, and prescriptive analytics. Hayes goes on to give detailed information on the following three steps to creating customer health scores:
1) Identify available metrics
2) Select metrics to include in the customer health score
3) Combine metrics
These steps can help create customer health scoring, but Hayes raises another point that these scores won’t be effective if employees don’t understand what they mean. Hayes offers the following four things companies need to report on with customer health scores:
1) Clearly define your customer health score
2) Use precise algorithms when calculating a customer health score
3) Determine the measurement quality of the customer health score
4) Demonstrate the usefulness of the customer health score
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Just as the Bob Hayes article points out that companies need to evaluate the health of their customers, so too should companies evaluate the health of their partnership with their call center outsourcing provider. If you’re currently outsourcing with a call center, you want to make sure that your current outsourcer is meeting all of your desired performance KPIs, meeting your quality objectives, and providing you with the most competitive pricing. If you’re concerned about the health of your current call center outsourcing partnership, we can help you evaluate your current outsourcing partner to assure that they are providing you the most competitive rates while meeting industry standard service level performance standards and requirements.
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This blog post is based on an article from CustomerThink. To read the original article, please click the link below:
How to Create the Right Customer Health Score – Bob Hayes, PhD
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