Flex Do you know you customer metrics?

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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 1 year ago

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KF4HR

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Perhaps the reason FRS has been able to be so innovative over the years is they choose not to operate like a ISO certified company and not to use that manpower that requires. 
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Neil N4FN

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WOW, I have yet to place a call and not speak to a "real" person rather than an answer machine at FLEX. IMO their customer service is outstanding. All this talk about a non-issue because someone did not get a response due to the staff being at Dayton. In visiting some of the other vendors that I knew well it was interesting that the support/sales staff was at Dayton and I am sure not answering the phones. I can not imagine an active ham would not know it was Dayton weekend. Just one old guys take.

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