11 Most Important Customer Service KPIs and Metrics You Should Measure

This article will help you define, understand, and measure your customer service metrics, and also help you choose which ones are the best fit for your business. It provides insights into the current demand placed on your support team, trends, and other underlying issues. For instance, if ticket volumes continuously increase month-on-month with your team feeling swamped, it may be time to hire new agents. The KPIs vital to you will also differ from other companies and industries.

When an agent or a department cannot initially resolve a customer’s issue, chances are they get escalated to a more appropriate team that can help them with their concern. Escalation rate measures the number of calls escalated over the total number of calls in a period. This is why call centers measure first response time to determine how quickly an agent responds to their first issue.

Use customer support KPIs to deliver better customer service

If you can find a way to measure more than just the numbers, you will have a more holistic and smarter indication of performance. We also apply a weighted KPI model, which applies different emphasis to different metrics. This means that if you have a bad week on one data point (say volume of conversations pulled), you can make up for this by exceeding in another (100% customer satisfaction, perhaps). We also have a set of team KPIs, which our global support team works towards achieving. Not only does this help to align performance across multiple offices, but it also unites the team in their efforts and means that reps around the world very much feel part of the same team. “If you can’t measure it, you can’t manage it,” as Peter Drucker put it.

• To measure consistency, use AI to analyze how agents respond to different people reaching out with the same query and flag discrepancies.
• However, it’s a good idea to measure it and see if there is a correlation between your churn rate and customer satisfaction for particular customer segments.
• The service level calculates your capacity to complete the standards set in the service level agreement provided to your customers.
• Time to resolution is the amount of time it takes to resolve a customer inquiry.
• Too much spam from new leads clearly means that people end up on your website by mistake.

Think of your customer service operation like McDonald’s where customers get consistent service across the board. No matter what agent they speak with — whether via chat, email or phone – they are providing consistent answers to customers reporting the same issue. As such, measuring your customer service KPIs is crucial to successful customer interactions. Trader Joe’s customers love the company so much that the chain has the highest American Customer Satisfaction Index (ACSI) score. These survey responses are then averaged and used to assess the customer support team’s performance. A low FCR rate, on the other hand, can indicate that there are problems with the customer service process or that the team is not properly trained to handle certain types of customer issues.

Ticket Backlog

It’s also one of the most effective methods to motivate employees and give them their well-earned rewards. Automating these workflows can free agents from these repetitive tasks and also positively impact KPIs such as average handle time, and the number of tickets resolved. A good help desk software will allow you to set up flexible automation rules with various triggers including keywords, time, and events or activities performed on a ticket. For example, for a business with a goal of improving responsiveness, a KPI around time to first response would be fitting. For one more focused on quality, a KPI around customer satisfaction would work well.

Read more about https://www.metadialog.com/ here.