These indicators help in managing workloads and ensuring that customer inquiries are addressed promptly, which is crucial for maintaining high levels of customer satisfaction and loyalty. Additionally, KPIs enable the benchmarking of customer service operations against industry standards, providing a competitive edge. By leveraging data from KPIs, companies can implement targeted training programs, optimize support processes, and make informed decisions to enhance the overall quality of customer service.
KPI |
Definition
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Business Insights [?]
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Measurement Approach
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Standard Formula
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Abandonment Rate More Details |
The percentage of customers who hang up or leave the queue before reaching an agent.
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Indicates customer patience and potential staffing or process issues, suggesting a need for queue management improvements.
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Percentage of contacts that hang up or leave before reaching a support agent.
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(Total Abandoned Contacts / Total Incoming Contacts) * 100
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- An increasing abandonment rate may indicate longer wait times or inadequate staffing levels.
- A decreasing rate could signal improvements in call routing or customer service efficiency.
- Are there specific times of day or days of the week when abandonment rates tend to spike?
- How does our abandonment rate compare with industry benchmarks or similar organizations?
- Implement call-back options for customers who don't want to wait in queue.
- Review call routing and staffing schedules to ensure adequate coverage during peak abandonment times.
- Provide self-service options for common customer inquiries to reduce the need for live agent support.
Visualization Suggestions [?]
- Line charts showing abandonment rates over different time periods (daily, weekly, monthly).
- Comparison bar charts to visualize abandonment rates by different customer segments or service channels.
- High abandonment rates can lead to customer frustration and dissatisfaction.
- Consistently high rates may indicate systemic issues in call handling or customer service processes.
- Call center software with real-time monitoring and reporting capabilities.
- Customer relationship management (CRM) systems to track customer interactions and identify patterns related to abandonment.
- Integrate abandonment rate data with call center performance metrics to identify correlations and root causes.
- Link with customer feedback systems to understand the impact of abandonment on overall satisfaction.
- Reducing abandonment rates can improve customer satisfaction and loyalty.
- However, overly aggressive measures to reduce abandonment may lead to longer wait times and decreased agent productivity.
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Advanced Resolution Rate More Details |
The percentage of tickets that are resolved by advanced support teams or specialized agents.
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Highlights the effectiveness of advanced support and complexity of issues that require specialist intervention.
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Percentage of tickets resolved by advanced support teams beyond first-level agents.
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(Total Tickets Resolved by Advanced Support / Total Resolved Tickets) * 100
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- An increasing advanced resolution rate may indicate improved expertise or efficiency in handling complex issues.
- A decreasing rate could signal a need for additional training or resources for advanced support teams.
- Are there specific types of tickets that consistently require advanced support?
- How does the advanced resolution rate compare with industry benchmarks or with the overall resolution rate?
- Invest in ongoing training and development for advanced support teams to keep their skills up to date.
- Implement knowledge management systems to capture and share best practices for resolving complex issues.
- Regularly review and update the escalation process to ensure tickets are routed to the appropriate teams efficiently.
Visualization Suggestions [?]
- Line charts showing the advanced resolution rate over time to identify any long-term trends.
- Pie charts comparing the distribution of resolved tickets between regular and advanced support teams.
- A consistently low advanced resolution rate may lead to customer dissatisfaction and increased escalations.
- High variability in the advanced resolution rate may indicate inconsistent performance or resource allocation issues.
- Customer relationship management (CRM) systems to track the types of tickets that require advanced support.
- Knowledge management platforms to capture and share expertise within the advanced support teams.
- Integrate advanced resolution rate data with customer satisfaction surveys to understand the impact of advanced support on customer experience.
- Link advanced resolution rate with employee performance metrics to identify top performers and areas for improvement.
- Improving the advanced resolution rate can lead to higher customer satisfaction and loyalty, impacting long-term customer value and brand reputation positively.
- However, focusing solely on this KPI may neglect the overall customer service experience, so it's important to balance it with other relevant metrics.
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After-Call Work Time More Details |
The average time an agent spends on work related to the call or ticket after the customer interaction is finished.
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Reflects efficiency of agents and can indicate the need for more training or process optimization.
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Time spent by agents on tasks related to a call after the conversation has ended.
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Sum of After-Call Work Time / Total Number of Calls
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- Increasing after-call work time may indicate more complex customer issues or a need for additional training.
- Decreasing after-call work time can signal improved agent efficiency or better access to necessary resources.
- Are there specific types of customer interactions that consistently result in longer after-call work time?
- What tools or resources do agents frequently need after a customer interaction, and how easily accessible are they?
- Implement additional training or resources for agents to handle complex customer issues more efficiently.
- Regularly review and update the knowledge base or support materials available to agents to streamline after-call work.
- Utilize customer feedback to identify areas where after-call work time can be reduced through process improvements.
Visualization Suggestions [?]
- Line charts showing the average after-call work time over time periods to identify trends.
- Stacked bar charts comparing after-call work time by agent or team to identify outliers or areas for improvement.
- High after-call work time can lead to longer wait times for other customers, impacting overall customer satisfaction.
- Chronic high after-call work time may indicate systemic issues in processes or resources that need to be addressed.
- Customer relationship management (CRM) systems with integrated after-call work tracking capabilities.
- Workflow management tools to streamline and automate post-interaction tasks for agents.
- Integrate after-call work time tracking with quality assurance processes to identify areas for improvement in agent performance.
- Link after-call work time data with customer feedback systems to understand the impact on overall customer satisfaction.
- Reducing after-call work time can lead to improved customer satisfaction and loyalty.
- However, overly aggressive reduction efforts may lead to rushed interactions and lower quality customer service.
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CORE BENEFITS
- 61 KPIs under Support Ticket Management
- 15,468 total KPIs (and growing)
- 328 total KPI groups
- 75 industry-specific KPI groups
- 12 attributes per KPI
- Full access (no viewing limits or restrictions)
FlevyPro and Stream subscribers also receive access to the KPI Library. You can login to Flevy here.
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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 service they provide.
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Provides insight into agent morale, which can impact turnover rates and customer service quality.
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Average score of agent satisfaction surveys, reflecting agent contentment with their job.
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Sum of All Agent Satisfaction Scores / Total Number of Agents
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- An increasing agent satisfaction score may indicate improvements in work environment, tools, or management support.
- A decreasing score could signal issues with workload, communication, or resource availability.
- Are there specific areas or aspects of the work environment that are contributing to low satisfaction scores?
- How does the agent satisfaction score compare with industry benchmarks or team performance in similar organizations?
- Implement regular feedback mechanisms to understand agent concerns and address them proactively.
- Invest in training and development programs to enhance agent skills and confidence in using support tools.
- Ensure workload distribution is fair and manageable to prevent burnout and dissatisfaction.
Visualization Suggestions [?]
- Line charts showing the trend of agent satisfaction scores over time.
- Comparative bar graphs to visualize the differences in satisfaction scores across different teams or departments.
- Low agent satisfaction scores can lead to higher turnover rates and increased recruitment costs.
- Persistent low scores may indicate systemic issues that affect overall customer service quality.
- Employee engagement platforms like Officevibe or TINYpulse to gather and analyze feedback from support agents.
- Performance management software to track individual and team satisfaction scores and identify areas for improvement.
- Integrate agent satisfaction data with HR systems to understand correlations with performance, retention, and engagement.
- Link satisfaction scores with customer feedback and service quality metrics to identify potential relationships.
- Improving agent satisfaction can lead to better customer service, increased productivity, and reduced absenteeism.
- Conversely, low satisfaction scores may result in decreased service quality, higher error rates, and negative customer experiences.
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Agent Training Hours More Details |
The number of hours spent on training and development of customer service agents.
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Illuminates investment in agent development and potential correlation to service quality improvements.
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Total hours spent on training agents over a specific period.
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Sum of Training Hours for All Agents
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- Increasing agent training hours may indicate a focus on improving customer service skills and knowledge.
- Decreasing training hours could signal budget constraints or a shift in priorities away from agent development.
- Are there specific areas or skills that agents require more training in?
- How does the quality of customer interactions correlate with the amount of training received?
- Implement regular refresher training sessions to reinforce and update agent skills.
- Utilize e-learning platforms to provide flexible and accessible training opportunities for agents.
- Encourage mentorship and knowledge sharing among experienced and new agents.
Visualization Suggestions [?]
- Line charts showing the trend of training hours over time.
- Comparison bar charts displaying training hours by department or team.
- Insufficient training may lead to decreased customer satisfaction and increased escalations.
- Excessive training without tangible improvements in performance can lead to wasted resources.
- Learning management systems (LMS) to track and manage agent training progress.
- Performance analytics tools to assess the impact of training on customer service metrics.
- Integrate training hours data with customer satisfaction scores to understand the impact of training on customer experience.
- Link training hours with workforce management systems to optimize scheduling and resource allocation.
- Increased training hours may lead to higher customer satisfaction and retention.
- However, excessive training without tangible benefits can impact operational efficiency and cost-effectiveness.
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Agent Turnover Rate More Details |
The rate at which customer service agents leave the company, which can impact the quality and consistency of service.
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Indicates job satisfaction, training effectiveness, and can signal issues in workplace culture or compensation.
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Percentage of agents who leave the company within a certain timeframe.
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(Total Number of Agents Who Left / Average Number of Agents) * 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, improved work environment, or better hiring practices.
- What are the common reasons cited by agents when leaving the company?
- How does our agent turnover rate compare with industry benchmarks or similar companies?
- Implement regular feedback mechanisms and exit interviews to understand the reasons for agent turnover.
- Invest in training and career development opportunities to improve employee satisfaction and retention.
- Review and adjust hiring processes to ensure the right fit for the role and the company culture.
Visualization Suggestions [?]
- Line charts showing the trend of agent turnover rate over time.
- Pie charts to compare turnover rates across different departments or teams.
- High agent turnover can lead to decreased productivity, knowledge loss, and increased recruitment costs.
- Consistently low turnover rates may indicate stagnation or lack of fresh perspectives within the organization.
- Employee engagement and feedback platforms like Officevibe or Culture Amp to monitor and improve satisfaction levels.
- HR management systems to track turnover rates and analyze the reasons behind departures.
- Integrate agent turnover data with performance management systems to identify correlations between turnover and performance metrics.
- Link turnover rates with customer satisfaction data to understand the impact of turnover on service quality.
- Reducing agent turnover can lead to improved customer service, higher employee morale, and potentially lower recruitment costs.
- However, efforts to reduce turnover may require increased investment in employee benefits, training, and retention programs.
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In selecting the most appropriate Support Ticket Management KPIs from our KPI Library for your organizational situation, keep in mind the following guiding principles:
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:
By systematically reviewing and adjusting our Support Ticket Management 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.