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Customer Service Representatives metrics and KPIs

What are Customer Service Representatives metrics?

Crafting the perfect Customer Service Representatives metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.

Transfer these examples to your app of choice, or opt for Tability to help keep you on track.

Find Customer Service Representatives metrics with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.

Examples of Customer Service Representatives metrics and KPIs

Metrics for Growing retail distribution

  • 1. Number of New Distribution Points

    The total number of new retail distribution points established in a specific period due to outbound selling by customer service representatives

    What good looks like for this metric: 10 new distribution points per quarter

    Ideas to improve this metric
    • Develop a targeted list of potential stores
    • Train customer service reps on sales techniques
    • Offer incentives for successful partnerships
    • Leverage existing customer relationships
    • Utilise data to identify high-potential areas

  • 2. Conversion Rate

    The percentage of contacted stores that become active retailers

    What good looks like for this metric: 20% conversion rate for outbound efforts

    Ideas to improve this metric
    • Refine sales pitch and presentation
    • Identify and address common rejection reasons
    • Use testimonials or case studies
    • Follow up consistently with potential clients
    • Provide flexible terms or agreements

  • 3. Customer Service Rep Productivity

    Average number of new distribution points secured per customer service representative per month

    What good looks like for this metric: 2 new points per rep per month

    Ideas to improve this metric
    • Streamline contact and follow-up processes
    • Set clear targets and expectations
    • Use technology to enhance outreach efforts
    • Provide regular training and feedback
    • Encourage collaboration among team members

  • 4. Sales Cycle Length

    The average time it takes from the initial contact to the establishment of a new distribution point

    What good looks like for this metric: 3-4 weeks from contact to establishment

    Ideas to improve this metric
    • Identify and remove bottlenecks in the process
    • Automate parts of the follow-up process
    • Improve product or brand education materials
    • Monitor and adjust outreach timing strategies
    • Tailor communication to the potential client's needs

  • 5. Revenue from New Distribution Points

    The total revenue generated from the newly established distribution points

    What good looks like for this metric: Increase initial revenue by 15% within 3 months

    Ideas to improve this metric
    • Offer introductory deals to incentivise sales
    • Monitor stock levels at new locations
    • Provide ongoing support and promotions
    • Gather feedback and adjust offerings
    • Encourage repeat orders with loyalty programmes
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Implement these metrics

Tracking your Customer Service Representatives metrics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More metrics recently published

We have more examples to help you below.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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