Which of the following metrics are commonly used to evaluate customer service performance in BPS?

The selection of metrics used to evaluate customer service performance in a Business Process Services (BPS) environment is crucial for understanding how well a company meets customer needs. The correct answer highlighting response time, resolution rate, customer satisfaction scores, and net promoter score (NPS) encapsulates the key performance indicators (KPIs) that directly reflect the quality and effectiveness of customer service.

Response time measures how quickly a customer service representative addresses a customer's issue, which is critical in determining customer satisfaction. A shorter response time generally contributes to a positive customer experience. The resolution rate indicates how effectively issues are resolved on the first contact, an important factor in customer satisfaction and loyalty. Customer satisfaction scores provide direct feedback from clients regarding their service experience and help identify areas for improvement. Lastly, the NPS gauges customer loyalty by asking how likely customers are to recommend a service, giving insights into overall service perception.

In contrast, while employee turnover rates can indicate staff stability and indirectly relate to service quality, they do not measure customer service performance directly. Cost per acquisition is more focused on the marketing aspect of obtaining customers rather than evaluating the service they receive. Lastly, market share growth reflects overall business success and competitiveness but does not provide specific insights into customer service performance metrics.