Key Performance Indicators for Customer Support Evaluation PPT

This PPT slide, part of the 112-slide KPI Compilation: 500+ Product Management KPIs PowerPoint presentation, presents a structured overview of key performance indicators (KPIs) specifically tailored for evaluating customer support operations. It emphasizes metrics that directly influence customer satisfaction, response times, and issue resolution success rates. Each KPI is accompanied by a brief description, potential insights, measurement methods, and formulas for calculation.

The first KPI, "Agent Satisfaction Score," gauges how content support agents are with their work environment and tools. This metric is crucial as it can directly affect the quality of customer service provided. The insights derived from this score can inform management about agent morale and areas needing improvement.

Next, "Agent Schedule Adherence" measures how well agents stick to their scheduled work times. This adherence is vital for maintaining staffing efficiency and service predictability. The insights here can help in workforce management and planning.

The "Agent Turnover Rate" is another critical metric, indicating how frequently agents leave the organization. High turnover can disrupt service continuity and may signal underlying issues in job satisfaction or training effectiveness.

"Agent Utilization Rate" assesses the percentage of time agents are actively engaged with customer inquiries, which highlights staffing efficiency. This can lead to better resource allocation.

The slide also covers "Average After-Call Work Time" and "Average Handle Time." These metrics provide insights into the complexity of customer interactions and identify potential areas for process improvement. Understanding these times can help streamline operations and enhance overall service delivery.

Overall, this slide serves as a foundational tool for organizations aiming to enhance their customer support effectiveness through data-driven insights.

This slide is part of the KPI Compilation: 500+ Product Management KPIs PowerPoint presentation.

This collection of Innovation KPIs is compiled by former McKinsey, BCG, Deloitte, EY, and Capgemini consultants based on best practices in Product Management.

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KPI Product Management Customer Service Process Improvement Customer Satisfaction Workforce Management Key Performance Indicators

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