Evaluating CX Success the SMART Way

When outsourcing CX, naturally, everyone wants everything to go perfectly – but how do we measure whether or not we’re using the perfect methods for our organization?

Key Performance Indicators (KPIs) are the metrics we measure performance. By identifying what matters to the company and our visions for the future, we can determine what indicators best match the organization’s overall strategy for success. 

While not every KPI is appropriate for every business, every company should be using KPIs that are SMART: Specific, Measurable, Achievable, Relevant, and Time-bound. Let’s break down what that means, shall we?

Specific KPIs are focused – while general data might seem like a good idea at first, you want information that tells you exactly what you need to know, when you need it, about what matters most. By letting experts focus on your company’s critical concerns, you’ll be better able to solve or even prevent problems and spot opportunities.

Measurable means that your KPIs should be translatable into comprehensible information. Customer satisfaction is an excellent example: while you can get a feel for how things are going based on how customer interactions are developing, it’s easier to gauge improvement—or the need for improvement—with access to transparency, at-a-glance information. Your CX team should be able to gather data and collate it into valuable, easy-to-understand insights.

The Achievable aspect is simple – just as you wouldn’t want to waste time planning impossibilities, your KPIs should be actionable and grounded in reality. There’s nothing better for building a brighter tomorrow than identifying what’s working today, and that’s why analyzing the actual data of the present is critical to reaching more ambitious goals moving forward.

Your KPIs should also be angled for Relevance, meaning you’re looking for indicators aligning with your company strategy. It’s often said that data is the new currency, so why wouldn’t you want to have as much as possible? The simple answer is that there are just some things that are more distracting than helpful – what you wish to are metrics that help you analyze how your organization is progressing toward what and where you want it to be.

Finally, let’s tackle Time-bound – tracking progress is impossible if you look at outdated information or compare numbers from completely disparate times and circumstances. Your KPIs need to tell you what happened before, what’s happening now, and what to expect next, a critical process best supported by a team of specialists trained to deliver results and information right when everything’s happening.

Once you’ve determined your KPIs, it’s time to discuss them with your team. If everyone knows exactly what you’re aiming for and how you plan to assess development efforts, it becomes immensely easier to work toward that goal efficiently and effectively. With your KPI milestones laid out, it’s just a matter of hitting each benchmark and rising to the next.

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Japan

HEAD OFFICE

Kanto Head Office

Odakyu Southern Tower 16F 2-2-1 Yoyogi, Shibuya-ku, Tokyo 151-8583

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BRANCH OFFICE

Hokkaido Branch

Sapporo Sosei Square 1-6 Kita-Ichijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0001

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Tohoku Branch

Sendai Honcho Bldg 2-3-10 Honcho, Aoba-ku, Sendai-shi, Miyagi2-3-10 Honcho, Aoba-ku, Sendai-shi, Miyagi 980-0014

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Chubu Branch

Nagoya Lucent Tower 6-1 Ushijima-cho, Nishi-ku, Nagoya-shi, Aichi 451-6007

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Kansai Branch

Harvis ENT Office Tower 2-2-22 Umeda, Kita-ku, Osaka-shi, Osaka-shi, Osaka 530-0001

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Chugoku & Shikoku Branch

Hiroshima Diamond Bldg 7-19 Hondori, Naka-ku, Hiroshima-shi, Hiroshima 730-0035

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Kyushu Branch

Tenjin Twin Bldg 1-6-8 Tenjin, Chuo-ku, Fukuoka-shi, Fukuoka 810-0001

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Okinawa Branch

Naha Shintoshin Media Bldg East 1-3-31 Omoromachi, Naha-shi, Okinawa 900-0006

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OPERATION CENTER

Sapporo Center

ORE Sapporo Bldg 1-1-7 Kitanijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0002

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Sapporo-Kita Center

Sapporo Kita Bldg 2-8-1 Kita-Shichijo Nishi, Kita-ku, Sapporo-shi, Hokkaido 060-0807

 

 

Sapporo Mega Center

Maruit Sapporo Bldg 1-1 Kita Nijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0002

 

Sapporo IT Front Center

Sapporo IT Front Bldg 15-28-196 Kita-kujo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0009

China

DALIAN

Room 502, Building 23, Dalian Software Park, No. 40 Software Park East Road, Dalian High-tech Park, Liaoning Province

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Thailand

BANGKOK

3rd Floor, Siripinyo Bldg, 475 Sri-Ayudthaya Rd, Thanon Phayathai, Rajthevee, Bangkok, 10400 Thailand

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Vietnam

HANOI

Floor 10, Detech II building, 107 Nguyen Phong Sac Street, Dich Vong Hau Ward, Cau Giay District, Ha Noi, Viet Nam

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HO CHI MINH

222-226 Hoang Hoa Tham, Ward 12, Tan Binh District, HCMC, Vietnam

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Philippines

PASIG CITY

Robinsons Cyberscape Alpha

5F Robinsons Cyberscape Alpha
Sapphire and Garnet Roads
Ortigas Center, Pasig City 1600
Metro Manila, Philippines

 

ADB Tower

GF ADB Tower, 6 ADB Avenue
Ortigas Center, Pasig City 1550
Metro Manila, Philippines

 

 

Wynsum Corporate Plaza

10F Wynsum Corporate Plaza
22 Emerald Avenue
Ortigas Center, Pasig City 1605
Metro Manila, Philippines

MAKATI CITY

Global Headquarters

6F LV Locsin Building
6752 Ayala corner Makati Avenues
Makati City 1200
Metro Manila, Philippines

 

Insular Life Building

Ayala cor. Paseo de Roxas Avenues
Makati City 1209
Metro Manila, Philippines

 

QUEZON CITY

Mega One Building
España Boulevard corner Mayon Street
Quezon City 4329
Metro Manila, Philippines

MANDALUYONG CITY

Domingo Guevara (Libertad)

418 Domingo Guevara corner Arayat Streets
Mandaluyong City 1550
Metro Manila, Philippines

ILOILO CITY

Molo

2F Iloilo Supermart Building
San Jose corner Avanceña Streets
Molo, Iloilo City 5000
Philippines

DUMAGUETE CITY

LP Information Technology Park
Jose Romero Sr. Street, Bagacay
Dumaguete City, Negros Oriental 6200
Philippines

Australia

SYDNEY

Suite 3, Level 27

Governor Macquarie Tower
1 Farrer Place
Sydney NSW 2000 Australia

Romania

BUCHAREST

Headquarters

3 Avrig Street, First Floor, District 2, 021571 Bucharest, Romania

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PIATRA NEAMT

Office

11 Republicii Boulevard,
610005 Piatra Neamt, Neamt County

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SUCEAVA

Office

Str. Narciselor, nr. 33, Suceava, Jud. Suceava

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Nicaragua

MANAGUA

Managua

Centro Financiero Invercasa Torre 2
4to Piso, Managua, Nicaragua

United States

COEUR D’ALENE

Coeur d’Alene

Silver Lake Mall
200 W Hanley Avenue
Coeur d’Alene, ID 83815

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