Yes, you are right, as a company, it is very important to know the work efficiency of every customer service representative. So, is there anyway to know it and give us a guidance? In fact, there is a help desk software to meet you needs. When a ticket from customers or workers submitted, the software will assign to the proper agent instantly. You can rely on our automatic real-time routing rules. If it cannot be solved in time, system will reassign to ensure that every request receives proper attention. In a word, it guarantees every question will be solved.
All in all, it is to help you with managing your company more efficient. Before you buy, you can have a test, then, you will believe what I said: http://www.phphelpdesk.org/ Hope it is useful for you!
Customer service representatives are specialists that often deal with customers that are returning products. To track their work efficiency, you should have a day to talk to the customers who are returning goods about the feedback. They should give the feedback in written form the customers that are bringing their goods back.