Which standard to set will depend on the company’s purpose. In a small organization, if you have to look at quantitative evaluations such as numbers to know whether someone is doing a good job, it may be time to look at your regular employee management. Please focus on the next step to grow. Communicating roles clearly is a priority rather than evaluating evaluation criteria. It is meaningless to evaluate individual operators without properly defining which operations are important. Moreover, startups are organizations that change and grow rapidly. As work priorities change, evaluation standards also change, so worrying about standards may be a waste of time. Reference: Baemin operator achieves CX KPI by reducing customer churn rate ＞ The initial chaotic atmosphere began to clear up with the unexpected answer, “Is setting KPIs a productive thing to do?” Sympathetic messages were posted in the Zoom chat window. I thought that Japanese operators might be no different from Korean operators. In any country, customers are important and seem to provide the answer to business.
An operator of a large company with a customer center asks a question
Q1. Since the organization is large, I don’t know how to divide and collaborate on Malaysia Phone Number Data customer service and internal company communication. That’s a good question. Customer service and internal communication have very different natures of work. We need to split the group into two and work together. That way, we can both do our jobs well. Would you like to express that your ‘heart rate’ is different when you work? Speed is important when it comes to customer service. Your heart rate is fast. When a customer makes an inquiry, you must respond quickly and resolve the problem. On the other hand, internal communication involves identifying the cause of a problem and resolving it. You have to work meticulously with a slow heart rate. If you separate the roles and responsibilities of those who respond to tasks in a lean manner and those who solve tasks and collaborate as operators, you will create much more synergy. By dividing roles, urgent tasks are handled quickly, and complex tasks are resolved after careful consideration.
How should we internally brand our operations team
Sometimes it is difficult for the operations team to make an impact in the company. So internal Cambodia phone number data branding is also important. Branding, which the operations team must be careful of, is ‘a person that hinders the company’s growth’. As a startup grows rapidly, it is impossible for any product or service to be completely free of customer complaints. It is better to listen to that carefully and become ‘a person who supports you in difficult times’ rather than attacking or pointing out internally. Here are some tips for internal communication. The most important thing is that if a problem arises, you are the first to share it with the team involved. Let the team know quickly before sharing it with higher-ups or the entire team. Create many good relationships with small considerations like this. Communicate with other departments, the better. When dealing with customers, sometimes there are updates that I don’t know about. At times like this, it can feel really bad.