E-commerce & Logistics

SMART KPIs: E-COMMERCE & LOGISTICS

Strategic Insights

Hybrid Contact Centers & Proactive Case Management

► Empower Hybrid Teams:
Take a case management approach—beyond just handling calls, chats, or emails—to elevate service quality.

► Reduce Escalations:
Proactively address outlier cases to minimize executive escalations and boost resolution efficiency.

Reducing Call Volume & Refunds

► Order Accuracy:
Order accuracy & on-time deliveries are key drivers in minimizing customer service interactions & refund requests.

AI-Driven Customer Experience

► AI Insights:
Leveraging AI to analyze order & customer data helps anticipate & prevent potential issues.

► Proactive Outreach:
Proactive outreach builds customer confidence & enhances overall experience.

FCR

(First Call Resolution)

Strategic Impact
Faster issue resolution, lower operational costs

Industry Standard
80%-85%

AHT

(Average Handling Time)

Strategic Impact
Optimized agent efficiency, better resource utilization

Industry Standard
4-5 minutes per query

CSAT

(Customer Satisfaction Score)

Strategic Impact
Higher retention & repeat purchases

Industry Standard
85%+ satisfaction score

NPS

(Net Promoter Score)

Strategic Impact
Increased brand loyalty, lower churn

Industry Standard
Above 50 (Positive NPS Score)

Returns

& Refund Rate

Strategic Impact
Reduced revenue loss, higher profitability

Industry Standard
Below 5% of total orders

Service

Level & Call Abandonment

Strategic Impact
Faster agent response, better customer experience

Industry Standard
80/20 Rule (80% calls answered within 20 sec), Abandonment < 5%

Agent

Productivity & Occupancy

Strategic Impact
Efficient workforce utilization, lower costs

Industry Standard
75%-85% Occupancy Rat

Churn

Rate

Strategic Impact
Reduced customer loss, higher lifetime value

Industry Standard
Below 5% monthly churn

Logistics

Escalation & TAT

Strategic Impact
Faster resolution, reduced warehouse & delivery inefficiencies

Industry Standard
Escalation Rate < 5%, TAT under 24 hours for most cases