10 Important KPIs and Metrics your Customer Support Team Should Be Using

Addressing customer’s queries in real time is imperative for you to hold them from leaving you at the risk. Similarly, high ticket volumes around a specific topic are worth keeping tabs on and investigating. If the topic is your product, it may indicate a product issue that needs fixing. Finally, fluctuating ticket volumes at certain times of the day or days of the year helps you identify busier and slower periods, so you can adjust support shifts to meet demand.

Simply send us your job descriptions and we will set up your evaluations. The set of team development KPIs measure and track the team leaders’ ability to help individual team members grow and develop into a cohesive unit. Without a team leader that is capable of developing a team, the team members won’t learn the skills to work together as a unit.

KPI vs. Metric

But don’t take our word for it, try it yourself with this free 30-day trial. Naturally, all this is to say that the KPI is aligned with the overall objectives of the project and the organization. They must be realistic and cost-effective, and align with the culture of the organization and the constraints of the project.

Key Performance Indicators (KPIs) allows you to obtain quantifiable measurements over time to accomplish a specific goal (or objective). KPIs drive teams towards achieving targets, provide metrics to measure the progress of targets, and ultimately offer valuable insights to make informed decisions on operations management or business processes. The KPI process helps every aspect of a business – be it finance, HR, customer service or marketing – to be efficient and effective in fulfilling its responsibilities. That may lead to downgrades and cancellations, which should be avoided as much as possible.

Case study: Fall intake leadsto ticket spike at auniversity

Also, metrics apply only to past performance and not future action, which is best handled by forecasting or predictive analysis. It’s really important to make your KPIs realistic to keep a team engaged. Not only is that essentially unachievable, but as soon as one customer responds negatively, the goal is no longer possible.

For example, suppose your company policy is to respond to all customer complaints within 24 hours, and out of 100 complaints, you do this 60 times. You get different types of KPIs, including financial ratios (e.g., net profit), process metrics (e.g., % of defective products), and customer support KPIs (e.g., average first response time). IT service desk software Freshservice is a powerful solution designed for the needs of small businesses and enterprises.

Case study: No-fly time at Virgin Blue

Below is a list of important KPIs for customer service evaluation and acquiring actionable feedback. Hence, it is essential that your major strategies should focus on how to measure customer service satisfaction and deliver a great experience. Resolution time will vary depending on factors like the complexity of the issue and whether you have enough agents to handle it.

The higher the conversion rate, the more successful are your campaigns for business growth. So be sure to constantly track and check in on your KPIs throughout the year to help you stay on track. While there are several ways to do this, most companies will typically measure and track KPIs through reporting tools and business analytics software.

Maybe you don’t have a proper system for logging, routing, and closing tickets. While financial KPIs like net profit margin are often in the driving seat when measuring company performance, many organizations realize customer support KPIs like customer satisfaction is just as important. Freshservice comes with a mobile app, which allows IT personnel to get the job done even if they are offsite.

This reduction in the number of incidents was achieved by improving their root cause analysis process. The ratio of the number of successful changes to the total number of changes that were executed in a given time frame. The number of hours the business is down because IT services are unavailable.

Measuring this customer service KPI helps to implement the right strategies to deliver real time proactive support to clients and improve their experience. Adding the service metric to your scorecard helps you spot if this is happening, so you can find out what’s holding your agents up. It is an inevitable fact that support costs can be managed by a well trained team and adjusting the staffing schedule according to your business needs.

This could come in the form of new training and employee performance review, a need to review systems used like agent desk platforms or the need to adopt new technologies. It is a compass for measures to improve customer service that, in the end, should have no impact on the customer’s perceived value in dealing with their contact. For helpdesk teams, SLA generally represents a contractual time limit for resolving open calls, a way of measuring the quality of service.

KPIs (Key Performance Indicators) for support teams are essential metrics that businesses use to evaluate and optimize their customer service operations. Using these handy indicators for your support team is vital in delivering superior service quality to customers every single time. Moreover, KPI measurements can not only be used to assess team performance, but also individual agents’ accomplishments. By doing so, customer service teams are able to understand objectively if they have met customers’ expectations or not. With this information in hand, businesses will then have the power to make educated decisions on how best to augment their customer service operations for maximum success.

Companies are starting to bring AI into their workforce to automate and augment support. The companies that leverage AI-powered virtual assistants are seeing upticks in customer satisfaction and other KPIs. You can minimize AHT by decreasing time your customers are waiting and optimizing each back-and-forth interaction. Using hybrid support models, like human+AI vs. purely human agents can significantly help reduce wasted seconds.

You need to track a set of customer service KPIs that align with your business goals and team objectives. By monitoring and tracking these performance indicators, managers can gain insight into the success of their customer service teams and make educated decisions to boost customer experience. If your customer support process relies mainly on a live chat solution, use post-chat surveys to get the information for the future measurements. Below is a list of key performance indicators that would help your customer service team develop and grow. Just as world-class service delivery organizations are obsessive about maintaining high customer satisfaction levels, they are equally committed to keeping their costs in check. That said, extremely high analyst utilization can actually increase your costs by driving analyst turnover and absenteeism higher.

Throughput is a rate that can be related to the stock level of unresolved items. Basically, it will be the ratio between the number of calls closed over open in a period of time. If the result of this division (throughput) is greater than 1, you have reduced the stock of tickets. In the management “professionalization” phase (where the key metrics are analyzed – see article), the team profile, its tools, service procedures and knowledge center must already be at least established.

We know that these are the eight metrics that matter most because the empirical evidence from thousands of service and support benchmarks supports this conclusion. Grant Aldrich of Online Degree says, “By measuring CSAT scores, you can assess how customers feel after every interaction with an agent. One way to measure customer satisfaction is through a Net Promoter Survey. In addition to specialized help desk software, many small businesses turn to form and survey builders like SurveyMonkey or Typeform to collect customer feedback instead of integrating a full help desk solution. The employee’s ability to work in a team is a part of any organization, regardless of its capacity.

• KPIs (Key Performance Indicators) for support teams are essential metrics that businesses use to evaluate and optimize their customer service operations.
• In business, a key performance indicator is a measurable value that determines how effectively a company is achieving its key objectives.
• With the help of the simple formula, you can carry out customer service evaluation.
• It’s a valuable KPI for telling you how many support tickets could not be resolved by your first line of support.
• When the average resolution time is low, the customer satisfaction level is high.
• For customers, it takes just one click to choose one of the three options — poor, average, or great.

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