6 Most Important Customer Service KPIs

Track where your customers are reaching out from in order to optimize staffing and prioritize channels that would benefit most from technologies like automation. This is why measuring employee satisfaction through their engagement is important. This determines the efficiency of the team and is used to control costs in running outbound call centers. Like in the first call resolution, the first call close (FCC) determines the number of sales transactions done in each customer’s first call. FCC applies to both new and existing customers contacted through lead generation.

When you get clear objectives right in the beginning, managing expectations and trying to improve your results will be much easier. When deciding on quarterly goals, it’s best to focus on a few key customer support KPIs that will have the biggest impact on the team’s overall performance. The number of escalation requests is the number of times a customer inquiry is escalated to a higher level of support. Escalation usually happens when a customer service agent is not able to resolve an inquiry and needs to hand it off to someone with more knowledge or authority. A typical customer journey can be very complex, and handling a customer service ticket may also involve multiple touchpoints.

The HubSpot Customer Platform

It gives you an idea of individual and team efficiency and productivity. This article centers on the definition of KPIs, their difference with metrics, and the ideal performance indicators for customer support. It also shines the proverbial spotlight on their relevance in regard to customer satisfaction and some of the best customer support software that can help you analyze KPIs. Another essential KPI is Average Handle Time (AHT), which evaluates the duration to resolve an issue. First Contact Resolution (FCR), which assesses if concerns are addressed in a single interaction. Beyond immediate interactions, understanding the long-term impact of service on customer loyalty is vital.

Like calls per agent, the on-call rate determines the efficiency of an agent during call transactions, which may include hold time. This indicator tells the average time an agent spends on calls over time spent between them. In-between call activities may include taking notes, processing transactions, and idle times. For instance, of their 1000 leads a month, 500 were interested in their services, but only 250 signed up for the website, and 100 closed a sales transaction. Converted into a percentage, they will then get the conversion rate of their team.

That’s why the first response time is one of the most important KPIs for customer service. Keep an eye on how long people have to wait on hold before someone greets them. For instance, you can turn on the ‘chat rating’ option in HelpCrunch.

Average resolution time is how long it takes to solve a support ticket from start to finish, and the length of time usually varies based on the complexity of the issue. However, lower resolution times are a better marker for success as they ensure quick resolutions of customer calls. Implementing newer and faster technologies, such as email and live chat, can help improve your team’s workflow. Live Chat specifically allows for faster communications and response times. NPS is a customer loyalty metric that measures how likely customers are to recommend a company’s products or services to others.

Average Handle Time (AHT)

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. But sometimes, shooting for the moon ends up feeling more like shooting yourself in the foot. Set goals that seem within reasonable reach of your customer service team so they aren’t constantly chasing the finish line and falling short.

• In all listed situations, they will write or call the support center and ask their questions.
• Additionally, they can help identify areas where they need to make adjustments, as well as measure the impact.
• Sign up for a free trial and see how your business can benefit from it.
• Use the data you gather to decide a reasonable reduced ART that you want to shoot for.
• You’ll get the most valuable insights if you find ways to combine a well-rounded selection of key performance indicators (KPIs) in a way that complements your overall growth strategy.

If you can get more people to complete the survey, you might be able to raise CSAT without putting in too much more effort. Encourage happy customers to complete the survey to get a more balanced metric. CSAT (customer satisfaction score) reveals whether a customer experience was good or bad. Whether you’re new to customer service or a seasoned veteran, it’s always worth getting a fresh perspective on your own stats, data, and metrics. Definitely, this metric of KPI will vary from industry to industry, but on average this shouldn’t be less than 80%. This means that at least 4 out of 5 customers should be happy with your customer service.

Some even provide insights to let users focus on improving their operations, not the nitty-gritty. At the heart of the agent’s daily workflow is the Lightning Console. The agent can access all customer information from the console to get the context he/she needs for the interaction. On the side of customers, they can get access to a mobile-friendly knowledge base to get their questions answered. A marriage of quality service and data-driven strategies is the only really effective way forward.

By having a clear set of KPIs, teams can measure customer satisfaction, identify areas for improvement, and optimise their support processes. CRM systems usually have many out-of-the-box features for measuring customer service performance. For example, you can use default dashboards to track the number of support tickets created, solved, or closed, the average response time, or the number of escalations. When the COVID-19 pandemic crept across the world, customer service teams were dealing with a surge in volume, evolving policies and new remote work environments. Many companies stopped measuring customer satisfaction during this time as they were simply trying to get back to customers, which often took days. Following on the same line as the previous example, the average resolution time tracks the minutes it takes your agents to solve an issue.

Company

This can result in KPIs that don’t fully represent the entire customer service landscape. Once the data is collected and aggregated, specific algorithms or formulas are applied to compute the KPIs. For example, to understand the efficiency of a service, you might calculate the ratio of resolved cases to total cases over a period. This involves running computational processes that automatically or semi-automatically evaluate vast datasets. As mentioned above, the key performance indicators you track will vary depending on your business.

However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business. KPIs are a great way to keep track of who stands out and who needs some additional training or encouragement. And that might just pay off in higher employee retention rates and better customer service all around.

Once people see how your business can solve their problems in real-time, making a buying decision is much easier. What does technical support have to do with selling and growing revenue? We track median number of replies per resolution in the Reporting dashboard using a line graph. We can easily see baselines and observe any abnormalities over time.

To find your average resolution time, find the sum of all case resolution durations, then divide this by the total number of customer cases. Understanding how to measure customer service benefits is just as important as knowing how to gauge poor performance. Without these insights, you might waste precious resources gilding the lily. If you have a chatbot on your website or in your mobile app, you can use it to collect customer feedback and measure customer service performance. Customers can also rate the quality and helpfulness of chatbot messages by upvoting and downvoting them.

Service Desk KPIs

For example, let’s say you have 50 open customer inquiries and your team resolves an average of 20 inquiries per day. According to a report by SQM Group, for call centers, the average First Call Resolution is about 70%. And you can speak of high-quality support standards when the FCR is over 75%.

Finding out the percentage of customer support costs of your total revenue is one of the most important customer service key performance indicators (KPI). When you compare the support costs in terms of your revenue it helps you to evaluate how much your service efforts represent compared to your total revenue. First contact resolution (FCR) helps gauge customer satisfaction, the higher your FCR rate, the more satisfied your customers tend to be. It is a key factor that drives customer loyalty and also measures your agents’ efficiency to resolve an issue on the first interaction.

You’ll want to recognize reps that solve the most tickets, have the most first-resolution tickets, and deliver high customer satisfaction results. Calculating how much it costs to resolve each ticket is critical to determining staffing and operating costs. To find your cost per resolution, take your total service department costs for a given time period and divide them by the number of tickets resolved for the same time period. A high NPS score indicates that your company has a large percentage of promoters and a small percentage of detractors. It means that customers are generally satisfied with your products or services and are likely to recommend them to others. AHT is calculated by adding up the total amount of time spent on all calls or chats and dividing that number by the total number of calls or chats.

This metric is incredibly popular among the industry due to its simplicity and efficiency. 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 hiring. Let’s say, for example, that on a given day the number of issues that your team worked on doubled.

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