Customer Service standards at Bookinggroup Corporation 

Average response time 

Target response time is 25 sec. All the calls directed to employee should be answered in first 25 sec. The traditional service level is to have 80% of calls answered in 20 seconds

• Answer the phone within 25 seconds.

Metrics in Call Gear - The average time to dial an employee for received calls.

Average handle time (AHT) 

Is the average call duration that it takes to completely resolve a customer service issue or transaction from beginning to end.

• Resolve a client problem within 4 minutes.

Metrics in Call Gear - Avg conversation time. The average time the employee spends in conversation with a subscriber.

Customer Satisfaction Score (CSAT)

A CSAT question is asked at the end of a customer survey with a five-point scale. The question simply asked how satisfied the customer was with the call.Responses range from 1 (unsatisfactory) to 5 (very satisfied)

Metrics in Call Gear -  Avg performance rating. The average rating given by subscribers in after call work operations.

• Be polite and helpful - keep 4!

FCR (First Call Resolution)  

Is the number of issues that are fully resolved on the first interaction with one of staff members.

Metrics in Call Gear The amount of calls where the customer's question, problem, or need was resolved the first time they reach out to the company.

• Keep not less than 70% 

Follow the  conversation  checklist 

• Use the proper greeting - Be personable.

• Verify the caller - Know your customers.

• Understand the customer’s needs - Be an active listener. Ask if customers understand.

• Troubleshoot and resolve the call - Resolve a client problem within 1 call Provide prompt answers. Give accurate answers.

• Properly close the call - Closing a call takes more than saying “goodbye.”

• Complete the post-call tasks - Follow up