Evaluation Criteria for Customer Service Operators

Use several criteria to evaluate CSRs.

Customer service operators, also known as customer service representatives (CSRs), are integral to a company's success. The CSRs are responsible for answering the customers' questions and fulfilling routine requests. For a company to know the effectiveness of CSRs, it must evaluate them.

Quality

CSRs can be evaluated on whether or not they answered the customers' questions accurately and thoroughly. If the representative enters orders, the manager can evaluate if the order was entered correctly and/or if any complementing products were offered or sold.

Quantity

Evaluate the CSR on the amount of customer service requests he fulfills. Set criteria that are challenging but not improbable or impossible. For example, if the average customer request takes 30 minutes, do not set a goal of completing seven customer requests per hour. This would set the CSR up for failure and discourage him.

Attendance

Set criteria for how often the CSR is absent from work. The attendance should not inordinately exceed the amount of time the company allows for absences. For example, if two weeks of vacation time and two weeks of sick time are allowed, set goals that reward CSRs for using less than two weeks of sick time.

References

• Gaebler: Resources for Entrepreneurs: Customer Service Performance Reviews
• Customer Service Manager: Call Center Performance Management
• Virtual Call Center Simulator: CSR Performance Evaluation Exercise

Resources

• Customer Service Manager