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

If the number of new issues spikes up, you might need to investigate and resolve the root cause. We’ve created a whole bunch of KPIs as part of our KPI examples mini-series. This post is a small supplement to that series, which provides 12 of the most common customer service KPIs, we also include a brief description of why you may want to use each. To measure your churn you usually need additional tools, such as Google Analytics. In the case of ecommerce, it is extremely hard to conclusively define a customer who has left. But in B2B churn is usually easy to measure by tracking events such as unsubscriptions or service cancellations.

However, in general terms, you’d want Pending Issues to be low and Closed Issues to be high. A large number of Pending Issues might indicate performance issues or the need for additional hiring. Relating back to the first example from earlier, an increase or decrease in any of these metrics can be good or bad news.

Metrics for Measuring Customer Service Performance

So, measuring these channels to evaluate the performance individually is very important. The FCR performance indicator gives you insights on how good your agents are at understanding and addressing a problem without needing multiple interactions. While useful, none of the previous metrics look at customer satisfaction. To determine this number, divide the total sum of all times to resolution by the total number of cases resolved.

You need quality software to perfect your customer support and improve the average resolution time. Sign up with REVE Chat and find the support of top-notch customer service tools and offer quick responses to customers. You can optimize the FCR metric by training your customer support team to improve their communication skills and deliver quality service. You can provide live chat scripts and customer surveys to improve resolution in the first interaction itself.

First Call Resolution (FCR)

Every metric like agent response time, resolution SLA, or ticket created can be analyzed based on ticket variables like status, agent group, type, and more. It lets you streamline your support by identifying bottlenecks and examining problematic tickets right from the report. Fortunately, Freshdesk offers a free kpis for customer support trial to help you examine the solution closely. Our Freshdesk reviews gave this award-winning help desk software high marks on the strength of its ease-of-use and robust features. This pertains to customer support requests that stay unresolved during a particular period or beyond the usual response time you set.

You can take advantage of the LiveAgent free trial and get to know the features firsthand at no cost and without commitment. Many times customer retention depends on the quality of service and products offered. Even more, what can ultimately count the most is the experience the customer gets while dealing with your business on a human level. How efficiently your team operates will have a direct effect on customer satisfaction and likewise, on the overall business value, the customer service team brings to the table.

Customer support volume KPIs

In-between call activities may include taking notes, processing transactions, and idle times. Abandonment rate for outbound is determined by the customer picking up a lead call and whenever they drop the transaction before a sales deal closes. This measures the customer’s interest in a service or product and their satisfaction in a transaction. Since most outbound teams have a specific quota to reach, each call done by their agents is also measured. Calls per agent indicate the number of calls and engagements done by an agent. Customer retention rate deals with the number of customers loyal to the company.

• For example, let’s say you have 100 customers and 30 of them are promoters, 60 are neutrals, and 10 are detractors.
• Your NPS score is a good indicator of overall customer loyalty toward your brand.
• Notes prevent agents from asking the same question twice and from replying without all the needed information.
• In our example, we can see that October has brought a higher number of lost customers while December had quite a positive increase.

After all, organizations are composed of customer-facing units departments, each with its own sphere of activities that affect the outcomes of operations. And in a lot of cases, taking a granular approach lets you see areas of improvement that you didn’t know existed. Therefore, any potential future kpis for customer support issue anticipated by the agent will be addressed comprehensively and proactively. In essence, don’t just react to the complaints and issues that clients are raising now. Therefore, “after call work time” is the time a customer agent spends wrapping up a transaction at the end of a customer call.

How are customer service KPIs different from customer service metrics?

Instead, KPIs take the backseat with team leaders glancing at them once, if at all. The result is that teams don’t track performance, can’t keep agents accountable, and cannot improve their customer service, https://www.metadialog.com/ which affects their bottom line. Zendesk Support users can measure CSAT simply by enabling it on their account. Customers are sent a CSAT survey within 24 hours of their ticket being closed.

Support teams can decide on which KPI metrics for customer service to use. They usually mix and match different KPIs to measure their performance in the most suitable way. Escalation requests can also be an indicator of poor customer service. If customers feel like they’re not getting the help they need from a specific support agent, they may be more likely to escalate their inquiry. A typical customer journey can be very complex, and handling a customer service ticket may also involve multiple touchpoints. For example, customers reach you via phone calls, then send an email, and ultimately your team has to send them a custom proposal.

If that’s the case, start with tracking the most crucial one, customer satisfaction rate. It’s a fundamental indicator that helps you test the waters and see how people feel about your business in general, not just its customer service. Average resolution time is one of the customer service metrics that gauges the time from the first user query until the ticket is resolved and closed. Set KPIs (key performance indicators) based on each customer support metric to guide your support staff in the right direction. And use all the tools on hand to fulfill customer requests with minimal effort.