Customer service is a crucial aspect of our business, as it directly impacts customer satisfaction and loyalty. To measure the effectiveness of the customer service department, we use key performance indicators (KPIs). Our KPIs are developed to measure the quantitative and qualitative aspects of the entire department's work both individually and collectively. These metrics can help the customer support team identify areas of improvement and track its progress over time.

Our customer service KPIs include: 

By setting and tracking these KPIs, we can ensure that the department is meeting the needs of our customers and making continuous improvements. Customer support team members are all eligible for monthly and quarterly reviews that are done against the above metrics. At Pesapal, consistent improvement and good performance is not only encouraged, but also rewarded. On the other hand, performance shortfalls among team members are closely monitored. The department offers performance improvement programs (PIPs) together with continuous training programs for the benefit of all customer support team members.

As a CS team member, it is important to notice that it's not just about having KPIs, but also about setting clear targets and actively taking action to improve them. Moreover, it is important to track these metrics over time to identify trends and make data-driven decisions. It is also paramount to keep in mind that our responsibilities don't end when the customer's issue is resolved, but continue with follow-up. We ensure the customer is satisfied with the solution, as well as promote the Pesapal brand. We seek the customer's delight.

To sum it up, customer service KPIs are essential tools for measuring the effectiveness of our customer service department and identifying areas for improvement. By setting and tracking these metrics, Pesapal can ensure that it meets the needs of its customers while enhancing its profitability.