11 Most Important Customer Service KPIs and Metrics You Should Measure

This metric is also known as First Call Resolution, but we don’t like that name since you should be able to provide customer support through more channels than just phone. Ultimately, the combination of metrics you evaluate will help give your team direction. Make it both measurable and motivating, and involve agents in the process to make sure they support the decision and commit to the goals. No matter the source, totaling the number of tickets completed by channel tells you where your agents spend their time and customers’ preferred way of contacting you. If you’ve successfully lowered your ART, you’re potentially increasing the total number of solved tickets, too. There will, of course, be a cap based on the number of agents, but the overall amount should ideally be increasing if ART is improving.

From a customer’s perspective, being transferred to another agent or department may create frustration and lengthen the time it takes to get their inquiry resolved. This can quickly turn into a customer service horror story, especially if your customers have to explain the same problem multiple times to several different support team members. Having to repeat the information across different departments is the number one pet peeve for about 21% of customers. If you’re looking to decrease your average response times, you should try live chat. On average, live chat agents send their first reply after 1 minute and 35 seconds, which is a significant improvement over email.

Abandoned call rates

The question would be changed to “How likely are you to recommend our company/department as a great place to work? Additionally, tickets related to specific categories of your products or services can give you insights into areas that need improvement. For example, if you sell software and a large percentage of your tickets are related to installation issues, it could be an indication that your installation process is too complicated. You can improve this by redesigning your onboarding process or providing additional documentation. Customer support KPIs are a series of measurements which allow a company to track the success of their operations in relation to achieving their goals or objectives. Key Performance Indicators help managers evaluate how their employees are doing, the value they bring to a team and how their work (and the customer experience) can be improved.

“If you can’t measure it, you can’t manage it,” as Peter Drucker put it. But that approach doesn’t just apply to your supply chain management, revenue or churn rates – most fundamentally, it also applies to people and our performance. kpis for customer support This KPI refers to the number of tickets an individual agent or team as a whole has received and resolved within a given period. Average handle time (AHT) is similar to average resolution time, but there is a slight difference.

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Nowadays, a lot of them also ask for feedback on what they should improve on their service. Abandon rate refers to calls abandoned by a customer before their transaction is initiated or finished. Metrics and KPIs give you the facts and figures to work with and continually improve on. As such, in the case of https://www.metadialog.com/ employee onboarding, a study by SilkRoad indicates that 70% of organizations regard employee retention as their top onboarding KPI. This means prioritizing employee retention for onboarding is the industry standard, and improving it, along with employee engagement, will likely earn your company dividends.