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Sales Performance Metrics

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Questions and Answers

What is the primary reason why customers call back to verify if the issue was solved?

They are experiencing adjacent issues related to the original problem

They want to validate the resolution with the customer support team

They want to confirm that the issue is resolved (correct)

They are unhappy with the solution provided

Which of the following is NOT a key takeaway from this chapter?

Customers who had their issue resolved often call back for reasons indirectly related to the original issue

The most common sources of repeat contacts are adjacent issues and experience issues

Nearly half of all repeat contacts go unseen by the typical company

The best reps are born with exceptional customer service skills (correct)

What is the primary goal of forward-resolve strategies?

To reduce customer effort in resolving the issue

To measure first contact resolution (FCR)

To prevent adjacent issues from arising (correct)

To resolve the current issue efficiently

What is the limitation of first contact resolution (FCR) as a metric?

It focuses only on resolution of the customer's stated issue Signup and view all the answers

What is an example of an experience issue that can lead to repeat contacts?

An emotional disconnect between the rep and the customer Signup and view all the answers

Which of the following is a characteristic of companies that excel in customer service?

They teach their reps to forward-resolve issues Signup and view all the answers

What is the primary benefit of teaching reps to connect with customers in a way that makes them feel more confident about the resolution?

It reduces the number of repeat contacts Signup and view all the answers

What is the primary goal of measuring callbacks?

To identify areas for improvement in customer service Signup and view all the answers

What is the primary benefit of using triage mapping?

It helps reps to anticipate and prevent adjacent issues Signup and view all the answers

What is the primary goal of callback prevention strategies?

To prevent adjacent issues from arising Signup and view all the answers

Study Notes

Repeat Call Rates and Performance Data

Companies can track repeat call rates to identify top-performing reps and those who need coaching
It's essential to focus on general performance tendencies rather than precise numbers to avoid debates and ensure fairness

Benefits of Measuring Callbacks

Identifies issues and areas for improvement
Encourages best performers to suggest policy and process changes to reduce repeat calls
Improves customer experience by reducing unnecessary calls and ensuring customers feel supported

Next Issue Avoidance

Positioning next issue avoidance as a way to save customers time and energy can lead to increased sales and customer satisfaction
Automating next issue avoidance principles in self-service channels can also reduce customer effort

Fidelity Investments Example

Fidelity's service team brainstorms recommended next steps for common online issues, reducing repeat contacts and customer effort

Key Takeaways

Nearly half of all repeat contacts go unseen by companies
Customers often call back due to indirectly related issues or emotional disconnects
The most common sources of repeat contacts are adjacent issues and experience issues
Companies should focus on forward-resolving issues and measuring callbacks, not just first contact resolution (FCR)

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Description

This quiz assesses understanding of sales performance metrics, specifically repeat call rates, and how companies use data to coach representatives. It also explores strategies to make performance data feel fairer to reps.