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Expectations of a Service Consultant
and How Call Centres Help to Meet Them

Expectations of a Service Consultant (Service Advisor) and how a contact centre can enhance their day-to-day delivery of KPIs.

The role of a service consultant comes with certain expectations, both from the business and the clients. They will have a detailed list of KPIs and other metrics to measure their performance against, and it can be hard work to meet those targets. One of the most effective ways to improve performance and ensure that your team hits its various metrics is to invest in a dedicated call centre.

In this article, we’re going to look at some of the most common expectations for service consultants and show how a trained contact centre setup can help you meet them.

Common Key Performance Indicators for Service Consultants

There are many ways to measure your service consultants’ performance. These are some of the most common ones that can be applied to all kinds of industry sectors:

Customer Satisfaction (CSAT)

perhaps the most important KPI is how satisfied your customers are with the service they receive from your team.

First Call Resolution (FCR)

do your service consultants resolve client queries on their first attempt without the need to arrange a callback or escalate the call?

Efficiency

do your operatives deal with clients queries in a timely and efficient manner, and can they successfully steer the call to a positive resolution?

Average Hold Time (AHT)

sometime putting a client on hold is necessary, but extended hold times are frustrating and unprofessional.


Percentage of calls blocked

how many of your customers are unable to get through to a service consultant, particularly at peak times?

Quality of service

closely linked to customer satisfaction, this measures your staff’s phone manner, call etiquette, and knowledge of your brand and services.

Utilisation rate

how often is a service consultant available to take incoming calls? This is usually expressed as a percentage of their shift time.

User complaint volume

how many complaints does your service agent receive, either during a call or on a follow-up complaint?

Net Promoter Score (NPS)

how likely is it that a customer will recommend your product or service to others?

How a Contact Centre Can Aid Performance

All of these KPIs and more can be improved by making use of a dedicated call centre. Whether you choose to develop your own team or contract out to a third-party provider, a professionally run contact centre can be of immense benefit.

One of the key advantages is that they will take the pressure off your service consultants, leaving them free to tackle other essential work not related to inbound queries. A contact centre can answer most customer concerns and act as a triage point for more complicated queries or service issues.

Since they are trained in telephone skills and customer service, contact centre staff are better placed to manage client expectations, resolve queries effectively, and build rapport with your customers.

Contact centres (particularly third-party ones) are also scalable. If you experience peak call periods or are anticipating higher calls due to a new product or service roll-out, additional staff can be allocated to the call centre accordingly, limiting the impact on your service consultants as they tackle their day-to-day job.

Get in touch

Here at Motor Marketing UK, we provide businesses with bespoke call centre packages, carefully tailored to meet the needs of your company, as well as professional telephone skills training if you’re looking to build your own contact centre in-house. Whichever route you prefer to take, we can help you maximise the performance of your service consultants. Call today on 0800 043 8113 or send an email to sales@motormarketinguk.com to arrange a free consultation.

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