These templates and checklists will help with onboarding, performance tracking, training, and day-to-day operations. These resources ensure smooth workflows and consistent service quality.
Purpose: Ensure new team members are fully prepared and integrated into the customer service workflow.
| Task | Assigned To | Due Date | Completed (?/?) |
|-------------------------------------------|-----------------------|--------------|---------------------|
| Provide an overview of the company’s mission, values, and goals. | Trainer/HR | [Insert Date] | |
| Introduce the customer service team structure and roles. | Team Lead | [Insert Date] | |
| Train on customer relationship management (CRM) software (e.g., Salesforce, Zendesk). | IT/Trainer | [Insert Date] | |
| Share customer service scripts and communication guidelines. | Team Lead | [Insert Date] | |
| Conduct mock customer interactions for practice. | Trainer/Team Lead | [Insert Date] | |
| Review company policies on refunds, escalations, and complaints. | Trainer | [Insert Date] | |
| Assign a mentor or buddy for the first 30 days. | Team Lead | [Insert Date] | |
Purpose: Ensure daily operations run smoothly and customer concerns are addressed promptly.
| Task | Frequency | Completed (?/?) |
|-------------------------------------------|---------------|---------------------|
| Review customer tickets and prioritize urgent cases. | Daily | |
| Monitor team’s response time and workload balance. | Daily | |
| Check if team members need assistance with escalated cases. | Daily | |
| Hold a brief team huddle to review goals and challenges. | Daily | |
| Update the team on any new policies, products, or services. | As Needed | |
| Escalate unresolved issues to management if necessary. | As Needed | |
Purpose: Evaluate team and individual performance based on key metrics.
| Metric | Target Goal | Team Average | Notes/Improvement Plan |
|---------------------------|-----------------------|------------------------|---------------------------------------|
| Average Response Time | < 5 minutes | [Insert Data] | Reduce response time by assigning backups. |
| First Contact Resolution | 90% | [Insert Data] | Schedule training on conflict resolution. |
| Customer Satisfaction (CSAT) | 85% | [Insert Data] | Identify patterns in dissatisfied feedback.|
| Average Handle Time (AHT) | < 8 minutes | [Insert Data] | Streamline processes for repetitive issues. |
| Ticket Backlog | < 10 open tickets | [Insert Data] | Reassign tickets to available agents. |
Purpose: Facilitate individual check-ins to discuss performance, challenges, and development goals.
| Topic | Discussion Points | Notes/Action Items |
|----------------------------------|-----------------------------------------------|-----------------------------------------|
| Performance Review | Review key metrics (response time, CSAT, etc.). | |
| Challenges and Support Needed| Identify current obstacles or workload concerns. | |
| Training/Skill Development | Discuss areas for growth and potential training opportunities. | |
| Feedback for Management | Ask for suggestions to improve team workflows. | |
| Action Plan for Next Week | Set specific goals or improvements to focus on. | |
Purpose: Develop a structured training program for ongoing skill development.
| Training Topic | Objective | Trainer | Date | Completed (?/?) |
|----------------------------------|----------------------------------------------|-------------------|------------------|---------------------|
| Effective Communication Skills | Improve tone, empathy, and active listening. | Trainer/HR | [Insert Date] | |
| Handling Difficult Customers | Teach de-escalation and conflict resolution. | DEI Specialist | [Insert Date] | |
| CRM Software Mastery | Increase efficiency in managing tickets. | IT Specialist | [Insert Date] | |
| Product/Service Knowledge | Ensure agents can confidently assist customers. | Team Lead | [Insert Date] | |
| Time Management | Help agents balance workload effectively. | Trainer | [Insert Date] | |
Purpose: Ensure escalations are handled promptly and professionally.
| Step | Completed (?/?) | Notes |
|-----------------------------------------|---------------------|-----------------------------------------------|
| Listen to the customer’s concerns and validate their feelings. | | |
| Gather all relevant information (e.g., ticket ID, previous interactions). | | |
| Reassure the customer that the issue is being prioritized. | | |
| Provide a clear timeline for resolution or escalation. | | |
| Document the escalation and notify the relevant department/manager. | | |
| Follow up with the customer once the issue is resolved. | | |
Purpose: Track and visualize team performance metrics over time.
| Metric | Goal | January | February | March | Q1 Average |
|---------------------------|----------------------|--------------|---------------|---------------|----------------|
| Average Response Time | < 5 minutes | [Data] | [Data] | [Data] | [Data] |
| First Contact Resolution | > 90% | [Data] | [Data] | [Data] | [Data] |
| Customer Satisfaction | > 85% | [Data] | [Data] | [Data] | [Data] |
| Average Handle Time | < 8 minutes | [Data] | [Data] | [Data] | [Data] |
| Escalation Rate | < 5% of cases | [Data] | [Data] | [Data] | [Data] |
Purpose: Define communication norms for a productive and supportive team environment.
| Communication Type | Platform | Guidelines |
|-----------------------------------|----------------------|------------------------------------------------|
| Daily Updates | Team chat (e.g., Slack) | Share ticket updates and ask for help as needed. |
| Customer Issue Escalations | Email or CRM | Use subject lines like "Escalation: [Case ID]" and include all relevant details. |
| Weekly Check-Ins | Video call | Prepare updates on goals and challenges in advance. |
| Urgent Customer Issues | Phone/Direct Message | Mark urgent cases clearly and notify the manager immediately. |
Purpose: Track and reward team members for excellent performance.
| Employee Name | Achievement | Reward Type | Date |
|--------------------------|-------------------------------------|---------------------------|------------------|
| [Employee Name] | Highest CSAT score of the month. | Gift card | [Insert Date] |
| [Employee Name] | Resolved the most tickets in a week. | Public recognition in team meeting. | [Insert Date] |
| [Employee Name] | Best response time for escalated issues. | Extra PTO day | [Insert Date] |
Purpose: Recap daily activities and highlight key updates.
| Section | Details |
|---------------------------|-------------------------------------------------------------|
| Total Tickets Resolved| [Insert Number] |
| Outstanding Issues | [List unresolved cases and next steps] |
| Escalations | [List escalated cases and their current status] |
| Team Highlights | [Recognize high performers or share positive feedback] |
| Updates/Announcements | [Include policy changes, upcoming meetings, or reminders] |