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Quest Training

Customer Service KPIs & Performance Measurement Training Course

Equips service managers to define customer service KPIs that track service quality, response times and satisfaction and reveal gaps worth closing.

KPI · Performance Management & KPIAll Levels#2864ClassroomEnglish , Arabic
Duration
5 Days
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy

Sectors:Quality Management & Operational ExcellenceCategories:Performance Management & KPI

Course Overview

Customer service performance measurement enables organizations to evaluate service quality, monitor operational efficiency, and understand how effectively customer needs are being addressed. Well-defined Key Performance Indicators (KPIs) help service managers identify performance gaps, improve response times, strengthen customer satisfaction, and align service delivery with organizational objectives. This course focuses on selecting, defining, and applying customer service KPIs across service channels and customer interaction processes. Participants explore key metrics such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Average Handling Time (AHT), response time, service level, and complaint resolution rate. The programme also covers measurement methodologies, target setting, performance dashboards, data interpretation, and the relationship between service quality and operational productivity. Through practical exercises and customer service case studies, participants develop the skills to analyze service performance data, identify recurring service issues, evaluate team and individual performance, and translate measurement results into targeted improvement initiatives. The course emphasizes balanced performance measurement, evidence-based management, and continuous monitoring to improve customer experience while maintaining service efficiency and accountability.

Learning Objectives

  • Identify customer service KPIs that reflect service quality, customer experience, and operational efficiency.
  • Define clear KPI formulas, measurement methods, data sources, and reporting frequencies.
  • Apply customer satisfaction and customer experience measurement techniques.
  • Evaluate response times, resolution rates, service levels, and service productivity.
  • Establish realistic performance targets and appropriate service benchmarks.
  • Develop customer service dashboards and performance reports.
  • Analyze performance trends, variances, and recurring service problems.
  • Assess the relationship between employee performance, service quality, and customer outcomes.
  • Design improvement plans based on customer feedback and performance data.
  • Establish a structured framework for ongoing service performance monitoring.

Who Should Attend

Customer service managers and supervisors. Contact centre and call centre managers. Customer experience (CX) professionals. Customer relationship management (CRM) specialists. Service quality and performance analysts. Frontline team leaders and service delivery supervisors. Complaint management and customer care professionals. Business operations managers responsible for service performance. Professionals involved in service improvement and customer satisfaction initiatives.

Learning Outcomes

  • Select appropriate KPIs for different customer service channels and processes.
  • Calculate and interpret CSAT, NPS, CES, FCR, AHT, and service level metrics.
  • Establish consistent definitions and measurement rules for service indicators.
  • Set performance targets aligned with customer expectations and operational capacity.
  • Develop dashboards to monitor service quality and productivity.
  • Analyze customer feedback and service data to identify performance gaps.
  • Distinguish between efficiency measures and customer experience outcomes.
  • Evaluate individual, team, and departmental service performance.
  • Identify root causes of recurring complaints, delays, and unresolved inquiries.
  • Translate performance findings into measurable customer service improvements.

Course Outline

Day 1

Customer Service Performance Measurement Fundamentals

  • The role of performance measurement in customer service management.
  • Linking service strategy, customer expectations, and operational objectives.
  • Understanding the customer journey and service delivery touchpoints.
  • Principles of effective customer service KPIs and performance indicators.
  • Distinguishing activity measures, efficiency metrics, quality indicators, and customer outcomes.
  • Defining KPI ownership, data sources, measurement frequency, and reporting responsibilities.
  • Common performance measurement errors and unintended employee behaviors.
  • Practical Exercise: Develop a customer service KPI framework for a selected service operation, linking service objectives to measurable indicators and accountable owners.
Day 2

Customer Satisfaction, Experience, and Service Quality Metrics

  • Customer Satisfaction Score (CSAT): measurement methods and interpretation.
  • Net Promoter Score (NPS): customer advocacy and recommendation behavior.
  • Customer Effort Score (CES): measuring ease of service interactions.
  • First Contact Resolution (FCR) and repeat-contact analysis.
  • Complaint volume, complaint resolution rate, and escalation metrics.
  • Customer feedback collection, survey design, and response bias.
  • Analyzing customer feedback alongside operational service data.
  • Practical Exercise: Analyze a sample customer feedback dataset and calculate key customer experience metrics to identify the main service improvement priorities.
Day 3

Operational Efficiency, Productivity, and Service Level Measurement

  • Average Handling Time (AHT) and its components.
  • First response time, average response time, and resolution time.
  • Service level measurement and target achievement.
  • Contact volume, workload distribution, and agent productivity.
  • Abandonment rate, backlog, and pending inquiry monitoring.
  • Balancing speed, accuracy, service quality, and customer satisfaction.
  • Setting operational targets and interpreting performance variations.
  • Practical Exercise: Evaluate a simulated contact centre performance report, calculate operational KPIs, and identify opportunities to improve service efficiency without compromising quality.
Day 4

Performance Dashboards, Analysis, and Team Evaluation

  • Designing customer service performance dashboards.
  • Selecting appropriate visualizations and reporting formats.
  • Comparing actual performance with targets and historical results.
  • Segmenting performance by channel, service type, team, and customer category.
  • Identifying recurring service failures, bottlenecks, and performance gaps.
  • Evaluating individual and team performance using balanced criteria.
  • Conducting structured performance reviews and communicating findings.
  • Practical Exercise: Build a customer service dashboard from sample data and prepare a performance review highlighting trends, exceptions, and recommended actions.
Day 5

Performance Improvement and KPI Governance

  • Conducting root cause analysis for service delays and customer dissatisfaction.
  • Translating KPI findings into corrective and improvement initiatives.
  • Establishing ownership, deadlines, and success criteria for improvement actions.
  • Monitoring corrective action implementation and effectiveness.
  • Reviewing KPI definitions, targets, and measurement reliability.
  • Preventing metric manipulation and avoiding excessive focus on individual indicators.
  • Integrating performance measurement with service quality management and continuous improvement.
  • Practical Exercise: Prepare a 90-day customer service performance improvement plan with priority KPIs, baseline values, targets, accountable owners, review schedules, and measurable success criteria.

Upcoming Dates

Selected date

Online · 20 – 24 Dec 2026

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CityDatesPrice per ParticipantEarly Bird
KigaliScheduled
9 – 13 Nov 2026€5,100—
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Kuala LumpurScheduled
16 – 20 Nov 2026€4,400—
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LisbonScheduled
23 – 27 Nov 2026€5,400€4,860until 2 Nov
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MadinahScheduled
30 Nov – 4 Dec 2026€4,200€3,780until 9 Nov
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MakkahScheduled
7 – 11 Dec 2026€4,200€3,780until 16 Nov
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ManamaScheduled
14 – 18 Dec 2026€4,700€4,230until 23 Nov
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MuscatScheduled
14 – 18 Dec 2026€5,300€4,770until 23 Nov
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OnlineScheduled
20 – 24 Dec 2026€1,700€1,530until 30 Nov
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RiyadhScheduled
28 Dec 2026 – 1 Jan 2027€4,200€3,780until 7 Dec
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SalalahScheduled
4 – 8 Jan 2027€5,300€4,770until 14 Dec
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Sharm El-SheikhScheduled
11 – 15 Jan 2027€4,300€3,870until 21 Dec
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SingaporeScheduled
18 – 22 Jan 2027€6,700€6,030until 28 Dec
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TrabzonScheduled
25 – 29 Jan 2027€4,700€4,230until 4 Jan
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AbujaScheduled
25 – 29 Jan 2027€5,100€4,590until 4 Jan
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AccraScheduled
1 – 5 Feb 2027€5,100€4,590until 11 Jan
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AmmanScheduled
7 – 11 Feb 2027€3,100€2,790until 18 Jan
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AmsterdamScheduled
15 – 19 Feb 2027€5,400€4,860until 25 Jan
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BakuScheduled
22 – 26 Feb 2027€4,800€4,320until 1 Feb
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BangkokScheduled
1 – 5 Mar 2027€6,100€5,490until 8 Feb
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BarcelonaScheduled
8 – 12 Mar 2027€5,400€4,860until 15 Feb
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BeirutScheduled
14 – 18 Mar 2027€4,000€3,600until 22 Feb
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CairoScheduled
21 – 25 Mar 2027€3,300€2,970until 1 Mar
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Cape TownScheduled
22 – 26 Mar 2027€5,100€4,590until 1 Mar
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CasablancaScheduled
29 Mar – 2 Apr 2027€4,300€3,870until 8 Mar
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DammamScheduled
4 – 8 Apr 2027€4,200€3,780until 15 Mar
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DohaScheduled
11 – 15 Apr 2027€4,400€3,960until 22 Mar
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DubaiScheduled
18 – 22 Apr 2027€4,400€3,960until 29 Mar
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ErbilScheduled
25 – 29 Apr 2027€3,100€2,790until 5 Apr
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IstanbulScheduled
3 – 7 May 2027€4,700€4,230until 12 Apr
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JeddahScheduled
9 – 13 May 2027€4,200€3,780until 19 Apr
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Available in: Istanbul · Dubai · Riyadh · Doha · Amsterdam

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