Flex Do you know you customer metrics?

  • 1
  • Idea
  • Updated 2 years ago
  • Implemented
Other have expressed that reaching Flex is at time problematic.  I have also experienced the issues.

May I suggest if Flex does not have it already then they should get some call management software for their phone system and start tracking customer metrics such as...

1) # of rings to answer
2) # of calls to voice mail
3) Time on hold
4) Dropped call or hang up calls.
5) Number of calls
6) Average time per call

The there would be some facts to say if the phone customer service is good or not and some metrics to make decisions on staffing.  Or even to uncover employee behavior that is not in line with expectation.

It is not new and has been around for at least 20 years in one form or another.

Frankly, a ISO certified company should already have these metrics and be managing against them.
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John - K3MA

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Posted 2 years ago

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Tim - W4TME, Customer Experience Manager

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Official Response
The answer is yes, our phone system collects metrics and make business decisions based on them.