Customer Support KPIs
We have 52 KPIs on Customer Support in our database. KPIs for Customer Support are instrumental for Product Management as they provide quantifiable metrics that reflect the performance and quality of the customer service being provided. These indicators help in identifying patterns in customer inquiries and issues, which can signal areas where the product might require improvement or where additional features could enhance user satisfaction.
KPIs also enable Product Management to gauge the effectiveness of support strategies and initiatives, ensuring that resources are allocated efficiently to improve customer satisfaction and retention. By tracking metrics such as response times, resolution rates, and customer satisfaction scores, Product Managers can make data-driven decisions that align support efforts with overall product strategy and business objectives. Moreover, analyzing KPI trends over time assists in anticipating customer needs and proactively addressing potential product challenges before they escalate.
| KPI |
Definition
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Business Insights [?]
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Measurement Approach
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Standard Formula
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| Agent Satisfaction Score More Details |
A measure of how satisfied support agents are with their work environment and tools, which can impact the quality of customer service.
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Reveals agents' contentment with their work environment, tools, and management, which can impact turnover and customer service quality.
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Includes job satisfaction surveys, eNPS scores, and feedback forms.
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Average of agent satisfaction survey scores
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- An increasing agent satisfaction score may indicate improved work environment, better tools, or enhanced support processes.
- A decreasing score could signal issues with work conditions, tool inefficiencies, or declining support quality.
- Are there specific tools or processes that agents find particularly frustrating or inefficient?
- How does the agent satisfaction score correlate with customer satisfaction metrics?
- Regularly gather feedback from support agents and act on their suggestions for improvement.
- Invest in training and development opportunities to enhance agent skills and job satisfaction.
- Ensure that support tools are up-to-date, user-friendly, and aligned with agents' needs.
Visualization Suggestions [?]
- Line charts showing the trend of agent satisfaction score over time.
- Comparison bar charts displaying scores across different teams or departments.
- Low agent satisfaction can lead to increased turnover and decreased productivity.
- Consistently low scores may indicate systemic issues that require significant organizational changes.
- Employee engagement platforms like Officevibe or TINYpulse for gathering and analyzing agent feedback.
- Helpdesk software with built-in agent satisfaction surveys and reporting capabilities.
- Integrate agent satisfaction data with HR systems to identify correlations with employee retention and performance.
- Link agent satisfaction scores with customer feedback and support ticket data to understand the impact on service quality.
- Improving agent satisfaction can lead to higher customer satisfaction and retention rates.
- However, investing in agent satisfaction may require budget reallocation from other areas of the business.
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| Agent Schedule Adherence More Details |
The degree to which customer support agents adhere to their scheduled work times and breaks, impacting staffing and service levels.
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Helps manage workforce efficiency and predictability of service levels.
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Measures the percentage of time agents adhere to their scheduled work times and breaks.
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(Total Time Agents Adhere to Schedule / Total Scheduled Time) * 100
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- Consistent adherence to agent schedules may indicate a well-organized and efficient workforce management process.
- An increasing trend of schedule adherence could signal improved employee engagement and satisfaction.
- Are there specific time slots or days where schedule adherence tends to be lower?
- How does schedule adherence impact customer satisfaction and resolution times?
- Implement automated workforce management systems to optimize agent schedules and breaks.
- Provide incentives for agents who consistently adhere to their schedules.
- Regularly review and adjust schedules based on historical call volume and peak times.
Visualization Suggestions [?]
- Line charts showing schedule adherence over time to identify any recurring patterns or fluctuations.
- Bar graphs comparing schedule adherence across different teams or departments.
- Low schedule adherence can lead to understaffing during peak times, resulting in increased wait times for customers.
- Consistently low adherence may indicate issues with workforce management or employee dissatisfaction.
- Workforce management software like Verint or Aspect to track and manage agent schedules.
- Performance management tools to monitor individual agent adherence and provide feedback.
- Integrate schedule adherence data with call volume and customer satisfaction metrics to identify correlations.
- Link workforce management systems with HR platforms to streamline scheduling and time-off requests.
- Improving schedule adherence can lead to better service levels and reduced customer wait times.
- However, strict enforcement of schedules may impact agent morale and job satisfaction.
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| Agent Turnover Rate More Details |
The rate at which customer support agents leave the company, which can impact the continuity and quality of service.
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Provides insights into job satisfaction, training effectiveness, and the overall work environment to improve retention strategies.
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Calculates the rate at which agents leave the company over a specific period.
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(Number of Agents Who Left During a Period / Average Number of Agents During the Period) * 100
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- An increasing agent turnover rate may indicate issues with employee satisfaction, training, or management.
- A decreasing rate could signal successful retention strategies or improved working conditions.
- What are the primary reasons for agents leaving the company?
- How does our agent turnover rate compare with industry benchmarks or similar companies?
- Implement mentorship programs and career development opportunities for support agents.
- Conduct regular employee satisfaction surveys and act on feedback to improve working conditions.
- Provide ongoing training and support for agents to enhance their skills and job satisfaction.
Visualization Suggestions [?]
- Line charts showing agent turnover rate over time.
- Pie charts comparing turnover reasons or departments affected.
- High agent turnover can lead to disruptions in service and decreased customer satisfaction.
- Chronic turnover may indicate deeper issues in employee engagement and company culture.
- Employee engagement platforms like Officevibe or TINYpulse to gather feedback and measure satisfaction.
- HR management systems to track turnover reasons and identify trends.
- Integrate turnover rate data with performance management systems to identify patterns and correlations.
- Link with recruitment and onboarding processes to streamline the transition of new agents and reduce turnover.
- High turnover can increase recruitment and training costs, impacting overall operational expenses.
- Improved retention can lead to a more experienced and knowledgeable support team, enhancing service quality.
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CORE BENEFITS
- 52 KPIs under Customer Support
- 20,780 total KPIs (and growing)
- 408 total KPI groups
- 153 industry-specific KPI groups
- 12 attributes per KPI
- Full access (no viewing limits or restrictions)
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Drive performance excellence with instance access to 20,780 KPIs.
$199/year
| Agent Utilization Rate More Details |
The percentage of time that support agents are actively engaged in handling customer inquiries, as opposed to being idle or waiting for calls.
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Highlights efficiency and potential staffing adjustments required to optimize resources.
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Determines the percentage of time agents spend on handling customer interactions versus idle time.
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(Total Handle Time + Total After-Call Work Time) / (Total Time Agents are Logged In) * 100
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- Increasing agent utilization rate may indicate improved efficiency in handling customer inquiries or increased demand for support.
- Decreasing rate could signal issues with staffing, training, or a decline in customer inquiries.
- Are there specific times of the day or week when agent utilization rate tends to drop?
- What are the main reasons for agents being idle or waiting for calls?
- Implement workforce management tools to better forecast and schedule agent resources.
- Provide ongoing training and support to improve agent efficiency and effectiveness.
- Consider implementing self-service options to reduce the volume of inquiries handled by support agents.
Visualization Suggestions [?]
- Line charts showing agent utilization rate over time to identify patterns and trends.
- Stacked bar charts comparing agent utilization by different shifts or teams.
- Low agent utilization rates can lead to increased wait times for customers and decreased satisfaction.
- High agent utilization rates without breaks or support can lead to burnout and decreased quality of service.
- Workforce management software like Verint or Aspect to optimize agent scheduling and resource allocation.
- Customer support platforms with real-time monitoring and reporting capabilities to track agent utilization.
- Integrate agent utilization data with customer satisfaction metrics to understand the impact on service quality.
- Link with HR systems to align agent scheduling with breaks, training, and support needs.
- Increasing agent utilization rate may improve customer service efficiency but could also impact agent well-being and satisfaction.
- Decreasing agent utilization rate may reduce costs but could lead to longer wait times and decreased customer satisfaction.
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| Average After-Call Work Time More Details |
The average time spent by agents on follow-up tasks after a customer call has been concluded.
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Indicates the complexity of follow-up tasks and can highlight training or process improvement opportunities.
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Measures the average time spent on work related to the call after the customer interaction is over.
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Total After-Call Work Time / Total Number of Calls Handled
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- Increasing after-call work time may indicate more complex customer issues or inadequate agent training.
- Decreasing after-call work time can signal improved agent efficiency or better automation of follow-up tasks.
- Are there specific types of follow-up tasks that consistently take longer to complete?
- How does our after-call work time compare with industry benchmarks or best practices?
- Provide additional training or resources for agents to handle complex issues more efficiently.
- Implement automation tools to streamline and standardize follow-up tasks.
- Regularly review and update follow-up processes to eliminate unnecessary steps and reduce time spent on after-call work.
Visualization Suggestions [?]
- Line charts showing the average after-call work time over different time periods (daily, weekly, monthly).
- Stacked bar charts comparing after-call work time by different agent teams or customer service channels.
- High after-call work time can lead to longer customer wait times for issue resolution, impacting customer satisfaction.
- Chronic high after-call work time may indicate systemic issues in customer service processes that need to be addressed.
- Customer relationship management (CRM) systems with integrated after-call work time tracking and reporting features.
- Workflow automation tools to streamline follow-up tasks and reduce manual effort.
- Integrate after-call work time data with customer satisfaction surveys to understand the impact of follow-up tasks on customer experience.
- Link with workforce management systems to optimize agent schedules based on after-call work time patterns.
- Reducing after-call work time can improve overall customer service efficiency and potentially lead to cost savings.
- However, overly aggressive reduction efforts may compromise the quality of follow-up tasks and impact customer satisfaction.
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| Average Handle Time (AHT) More Details |
The average amount of time an agent spends handling a customer interaction, including talk time, hold time, and after-call work.
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Provides insight into the efficiency of interactions and identifies opportunities for agent training or process improvements.
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Includes talk time, hold time, and after-call work time.
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(Total Talk Time + Total Hold Time + Total After-Call Work Time) / Total Number of Calls Handled
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- A decreasing AHT may indicate improved agent efficiency or better customer issue resolution processes.
- An increasing AHT could signal more complex customer inquiries or a need for additional agent training.
- Are there specific types of customer interactions that consistently result in longer handle times?
- How does our AHT compare with industry benchmarks or similar organizations?
- Implement training programs to improve agent skills and knowledge.
- Streamline internal processes to reduce hold times and after-call work.
- Invest in technology that can automate repetitive tasks and provide agents with relevant customer information more efficiently.
Visualization Suggestions [?]
- Line charts showing AHT trends over time.
- Stacked bar graphs comparing AHT by different customer interaction types.
- High AHT can lead to customer frustration and dissatisfaction.
- Long handle times may indicate inefficiencies in customer support processes that could impact overall operational costs.
- Customer relationship management (CRM) systems with built-in support ticket management and reporting capabilities.
- Call center software that provides real-time analytics on agent performance and customer interactions.
- Integrate AHT tracking with quality management systems to identify areas for improvement in customer support processes.
- Link AHT data with workforce management tools to optimize agent scheduling and resource allocation.
- Reducing AHT can lead to improved customer satisfaction and loyalty.
- However, overly aggressive reduction targets may impact agent morale and potentially compromise the quality of customer interactions.
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Types of Customer Support KPIs
We can categorize Customer Support KPIs into the following types:
Operational Efficiency KPIs
Operational Efficiency KPIs measure the effectiveness and efficiency of customer support operations. These KPIs help identify bottlenecks and areas for process improvement. When selecting these KPIs, focus on metrics that directly impact customer satisfaction and operational costs. Examples include Average Handle Time (AHT) and First Call Resolution (FCR).
Customer Satisfaction KPIs
Customer Satisfaction KPIs gauge how satisfied customers are with the support they receive. These KPIs are crucial for understanding the customer experience and identifying areas for improvement. Prioritize KPIs that provide actionable insights into customer sentiment. Examples include Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).
Agent Performance KPIs
Agent Performance KPIs assess the effectiveness and productivity of individual support agents. These KPIs are essential for managing and optimizing team performance. Choose KPIs that align with your organization's goals and provide a clear picture of agent contributions. Examples include Tickets Resolved per Agent and Agent Utilization Rate.
Service Level KPIs
Service Level KPIs measure the organization's ability to meet predefined service standards. These KPIs are vital for maintaining customer trust and ensuring consistent service quality. Focus on KPIs that reflect your service commitments and customer expectations. Examples include Service Level Agreement (SLA) Compliance and Response Time.
Cost Management KPIs
Cost Management KPIs track the financial efficiency of customer support operations. These KPIs help identify cost-saving opportunities and ensure budget adherence. Select KPIs that provide a comprehensive view of cost drivers and financial performance. Examples include Cost per Ticket and Support Cost as a Percentage of Revenue.
Channel Performance KPIs
Channel Performance KPIs evaluate the effectiveness of different customer support channels. These KPIs are essential for optimizing multi-channel support strategies. Focus on KPIs that highlight channel-specific performance and customer preferences. Examples include Channel Utilization Rate and Channel Resolution Rate.
Acquiring and Analyzing Customer Support KPI Data
Organizations typically rely on a mix of internal and external sources to gather data for Customer Support KPIs. Internal sources include CRM systems, helpdesk software, and customer feedback surveys, which provide detailed insights into operational efficiency, customer satisfaction, and agent performance. External sources, such as industry benchmarks and market research reports, offer valuable context for comparing performance against peers.
Analyzing Customer Support KPIs involves several steps. First, data must be cleaned and standardized to ensure accuracy and consistency. Next, advanced analytics techniques, such as predictive modeling and sentiment analysis, can be applied to uncover trends and patterns. According to a McKinsey report, organizations that leverage advanced analytics in customer support can achieve up to a 20% increase in customer satisfaction and a 15% reduction in operational costs.
Visualization tools, such as dashboards and scorecards, are essential for presenting KPI data in an easily digestible format. These tools enable executives to monitor performance in real-time and make data-driven decisions. Gartner highlights that organizations using real-time dashboards for customer support KPIs experience a 25% improvement in decision-making speed.
Regularly reviewing and updating KPIs is crucial for maintaining their relevance and effectiveness. This involves setting clear performance targets, conducting periodic reviews, and making adjustments based on changing business needs and market conditions. A Deloitte study found that organizations that regularly review and update their KPIs are 30% more likely to achieve their customer support goals.
CORE BENEFITS
- 52 KPIs under Customer Support
- 20,780 total KPIs (and growing)
- 408 total KPI groups
- 153 industry-specific KPI groups
- 12 attributes per KPI
- Full access (no viewing limits or restrictions)
FAQs on Customer Support KPIs
What are the most important KPIs for measuring customer support effectiveness?
The most important KPIs for measuring customer support effectiveness include Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR), and Average Handle Time (AHT). These KPIs provide a comprehensive view of customer satisfaction and operational efficiency.
How can I improve my organization's First Call Resolution (FCR) rate?
Improving FCR involves training agents thoroughly, providing them with the right tools and resources, and implementing robust knowledge management systems. Regularly reviewing and analyzing FCR data can also help identify common issues and areas for improvement.
What is the significance of Net Promoter Score (NPS) in customer support?
NPS measures customer loyalty and the likelihood of customers recommending your organization to others. A high NPS indicates strong customer satisfaction and can be a predictor of future growth and customer retention.
How do I measure the cost-effectiveness of my customer support operations?
Measure cost-effectiveness by tracking KPIs such as Cost per Ticket and Support Cost as a Percentage of Revenue. These KPIs help identify areas where costs can be optimized without compromising service quality.
What role do dashboards play in managing Customer Support KPIs?
Dashboards provide a real-time, visual representation of KPI data, enabling executives to monitor performance and make informed decisions quickly. They are essential for tracking progress, identifying trends, and ensuring alignment with organizational goals.
How often should Customer Support KPIs be reviewed and updated?
Customer Support KPIs should be reviewed and updated regularly, at least quarterly, to ensure they remain relevant and aligned with organizational objectives. Regular reviews help identify areas for improvement and adapt to changing market conditions.
What are the best practices for setting performance targets for Customer Support KPIs?
Best practices include setting SMART (Specific, Measurable, Achievable, Relevant, Time-bound) targets, involving key stakeholders in the target-setting process, and benchmarking against industry standards. Regularly reviewing and adjusting targets based on performance data is also crucial.
How can advanced analytics improve customer support performance?
Advanced analytics can uncover hidden trends, predict customer behavior, and identify areas for improvement. Leveraging techniques like predictive modeling and sentiment analysis can lead to more proactive and personalized support, ultimately enhancing customer satisfaction and operational efficiency.
CORE BENEFITS
- 52 KPIs under Customer Support
- 20,780 total KPIs (and growing)
- 408 total KPI groups
- 153 industry-specific KPI groups
- 12 attributes per KPI
- Full access (no viewing limits or restrictions)
In selecting the most appropriate Customer Support KPIs from our KPI Depot for your organizational situation, keep in mind the following guiding principles:
- Relevance: Choose KPIs that are closely linked to your Product Management objectives and Customer Support-level goals. If a KPI doesn't give you insight into your business objectives, it might not be relevant.
- Actionability: The best KPIs are those that provide data that you can act upon. If you can't change your strategy based on the KPI, it might not be practical.
- Clarity: Ensure that each KPI is clear and understandable to all stakeholders. If people can't interpret the KPI easily, it won't be effective.
- Timeliness: Select KPIs that provide timely data so that you can make decisions based on the most current information available.
- Benchmarking: Choose KPIs that allow you to compare your Customer Support performance against industry standards or competitors.
- Data Quality: The KPIs should be based on reliable and accurate data. If the data quality is poor, the KPIs will be misleading.
- Balance: It's important to have a balanced set of KPIs that cover different aspects of the organization—e.g. financial, customer, process, learning, and growth perspectives.
- Review Cycle: Select KPIs that can be reviewed and revised regularly. As your organization and the external environment change, so too should your KPIs.
It is also important to remember that the only constant is change—strategies evolve, markets experience disruptions, and organizational environments also change over time. Thus, in an ever-evolving business landscape, what was relevant yesterday may not be today, and this principle applies directly to KPIs. We should follow these guiding principles to ensure our KPIs are maintained properly:
- Scheduled Reviews: Establish a regular schedule (e.g. quarterly or biannually) for reviewing your Customer Support KPIs. These reviews should be ingrained as a standard part of the business cycle, ensuring that KPIs are continually aligned with current business objectives and market conditions.
- Inclusion of Cross-Functional Teams: Involve representatives from outside of Customer Support in the review process. This ensures that the KPIs are examined from multiple perspectives, encompassing the full scope of the business and its environment. Diverse input can highlight unforeseen impacts or opportunities that might be overlooked by a single department.
- Analysis of Historical Data Trends: During reviews, analyze historical data trends to determine the accuracy and relevance of each KPI. This analysis can reveal whether KPIs are consistently providing valuable insights and driving the intended actions, or if they have become outdated or less impactful.
- Consideration of External Changes: Factor in external changes such as market shifts, economic fluctuations, technological advancements, and competitive landscape changes. KPIs must be dynamic enough to reflect these external factors, which can significantly influence business operations and strategy.
- Alignment with Strategic Shifts: As organizational strategies evolve, evaluate the impact on Product Management and Customer Support. Consider whether the Customer Support KPIs need to be adjusted to remain aligned with new directions. This may involve adding new Customer Support KPIs, phasing out ones that are no longer relevant, or modifying existing ones to better reflect the current strategic focus.
- Feedback Mechanisms: Implement a feedback mechanism where employees can report challenges and observations related to KPIs. Frontline insights are crucial as they can provide real-world feedback on the practicality and impact of KPIs.
- Technology and Tools for Real-Time Analysis: Utilize advanced analytics tools and business intelligence software that can provide real-time data and predictive analytics. This technology aids in quicker identification of trends and potential areas for KPI adjustment.
- Documentation and Communication: Ensure that any changes to the Customer Support KPIs are well-documented and communicated across the organization. This maintains clarity and ensures that all team members are working towards the same objectives with a clear understanding of what needs to be measured and why.
By systematically reviewing and adjusting our Customer Support KPIs, we can ensure that your organization's decision-making is always supported by the most relevant and actionable data, keeping the organization agile and aligned with its evolving strategic objectives.
