Instructions for Weekly Customer Service Report Submission
Customer service agents are required to complete and submit this report weekly to ensure consistent tracking of performance, issues, and successes. Please follow the outlined sections and provide the required details accurately.
Deadline for Submission: every Saturday by 10 AM (UK)
Submit to: Click here to submit report (If link not working, please email team@frontcapmedia.com)
- Summary of the Week
- Overview: Summarize the team’s performance for the week. Highlight major achievements, any challenges encountered, and general updates.
- Include:
- Total inquiries handled
- Number of escalations
- Noteworthy patterns or trends (e.g., recurring issues)
- Key Metrics
Provide detailed metrics on the following:
| Metric | Target | Actual | Comments/Analysis |
| Total emails received | [Target] | [Actual] | [Comments] |
| Relevant emails | [Target] | [Actual] | [Analysis of relevancy patterns] |
| Event emails | [Target] | [Actual] | [Insights specific to event emails] |
| Subscription emails | [Target] | [Actual] | [Insights specific to subscription emails] |
| Number of emails resolved | [Target] | [Actual] | [Resolution rate analysis] |
| Number of emails not resolved | [Target] | [Actual] | [Reasons for lack of resolution] |
| Number of urgent emails | [Target] | [Actual] | [Handling and urgency analysis] |
| Number of escalated emails | [Target] | [Actual] | [Escalation trends and reasons] |
| First Response Time (avg.) | [Target] | [Actual] | [Analysis of delays/improvements] |
| Resolution Time (avg.) | [Target] | [Actual] | [Analysis of trends/issues] |
| Customer Satisfaction (CSAT) | [Target] | [Actual] | [Feedback summary or key patterns] |
- Individual Contributions
- Provide an overview of team members’ performances. For each agent, include:
- Total inquiries handled
- Key achievements
- Areas for improvement
- Subscription Management
- Tasks to Report:
- Number of subscription inquiries handled
- Upgrades or downgrades processed
- Recurring issues
- Action Plan: Provide solutions to address any issues encountered.
- Event Product Queries
- Details to Include:
- Total event-related inquiries handled
- Categories (e.g., ticketing, product details, refunds)
- Challenges and solutions implemented
- Customer Feedback
- Feedback Summary:
- Highlight positive and negative customer feedback.
- Identify recurring themes (e.g., “quick resolution,” “confusion over pricing”).
- Action Items: Describe steps being taken to address feedback.
- Issues and Escalations
- Details to Provide:
- Common issues faced during the week
- Total number of escalations and reasons
- Suggestions for reducing escalations
- Action Items for Next Week
- Specify goals and plans for improvement in the following areas:
- Response times
- Issue resolution
- Customer satisfaction
- Additional Notes
- Include any additional observations, updates, or suggestions not covered in other sections.
Submission Notes:
- Ensure all fields are completed before submission.
- Use clear and concise language.
- Attach any relevant supporting documents if necessary.
Submitted on: [Date] Reviewed by: [Supervisor Name, if applicable]
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