Which of the following metrics is useful for evaluating CSR performance?

Evaluating CSR performance effectively requires metrics that reflect both efficiency and the quality of service provided to customers. The combination of response time and customer satisfaction scores is particularly valuable because it offers insights into how quickly a CSR is addressing customer inquiries and how well the customer feels their issues are being handled.

Response time is a crucial metric, as it indicates the speed at which a CSR responds to customer requests, which can significantly influence the overall customer experience. Quick response times can lead to higher customer satisfaction when customers feel that their needs are being prioritized and addressed promptly.

Customer satisfaction scores provide a direct measurement of how happy customers are with the service they received. These scores can be gathered through surveys or feedback forms after interactions, revealing how well CSRs are meeting customer expectations. When both response time and customer satisfaction are analyzed together, organizations can gain a comprehensive view of a CSR’s performance, allowing for targeted improvements and enhancements in service delivery.

In contrast, the other options focus on metrics that do not accurately reflect overall performance in a customer-centric role. For instance, the number of calls made or emails sent does not indicate how effective the CSR was during those interactions or whether the customers’ needs were met satisfactorily. Similarly, the amount of time spent on breaks is not a