KPI Library
Navigate your organization to excellence with 17,288 KPIs at your fingertips.




Why use the KPI Library?

Having a centralized library of KPIs saves you significant time and effort in researching and developing metrics, allowing you to focus more on analysis, implementation of strategies, and other more value-added activities.

This vast range of KPIs across various industries and functions offers the flexibility to tailor Performance Management and Measurement to the unique aspects of your organization, ensuring more precise monitoring and management.

Each KPI in the KPI Library includes 12 attributes:

  • KPI definition
  • Potential business insights [?]
  • Measurement approach/process [?]
  • Standard formula [?]
  • Trend analysis [?]
  • Diagnostic questions [?]
  • Actionable tips [?]
  • Visualization suggestions [?]
  • Risk warnings [?]
  • Tools & technologies [?]
  • Integration points [?]
  • Change impact [?]
It is designed to enhance Strategic Decision Making and Performance Management for executives and business leaders. Our KPI Library serves as a resource for identifying, understanding, and maintaining relevant competitive performance metrics.

Need KPIs for a function not listed? Email us at support@flevy.com.


We have 61 KPIs on Support Ticket Management in our database. KPIs for Support Ticket Management are essential in evaluating the efficiency and effectiveness of a customer service team. By tracking metrics such as average response time, resolution rate, and customer satisfaction scores, organizations can gain insights into their support performance and identify areas for improvement.

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.

  Navigate your organization to excellence with 17,288 KPIs at your fingertips.
$189/year
KPI Definition Business Insights [?] Measurement Approach Standard Formula
Abandonment Rate

More Details

The percentage of customers who hang up or leave the queue before reaching an agent. Indicates customer patience and potential staffing or process issues, suggesting a need for queue management improvements. Percentage of contacts that hang up or leave before reaching a support agent. (Total Abandoned Contacts / Total Incoming Contacts) * 100
Advanced Resolution Rate

More Details

The percentage of tickets that are resolved by advanced support teams or specialized agents. Highlights the effectiveness of advanced support and complexity of issues that require specialist intervention. Percentage of tickets resolved by advanced support teams beyond first-level agents. (Total Tickets Resolved by Advanced Support / Total Resolved Tickets) * 100
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. Reflects efficiency of agents and can indicate the need for more training or process optimization. Time spent by agents on tasks related to a call after the conversation has ended. Sum of After-Call Work Time / Total Number of Calls
KPI Library
$189/year

Navigate your organization to excellence with 17,288 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 61 KPIs under Support Ticket Management
  • 17,288 total KPIs (and growing)
  • 360 total KPI groups
  • 107 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.

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. Provides insight into agent morale, which can impact turnover rates and customer service quality. Average score of agent satisfaction surveys, reflecting agent contentment with their job. Sum of All Agent Satisfaction Scores / Total Number of Agents
Agent Training Hours

More Details

The number of hours spent on training and development of customer service agents. Illuminates investment in agent development and potential correlation to service quality improvements. Total hours spent on training agents over a specific period. Sum of Training Hours for All Agents
Agent Turnover Rate

More Details

The rate at which customer service agents leave the company, which can impact the quality and consistency of service. Indicates job satisfaction, training effectiveness, and can signal issues in workplace culture or compensation. Percentage of agents who leave the company within a certain timeframe. (Total Number of Agents Who Left / Average Number of Agents) * 100

Types of Support Ticket Management KPIs

KPIs for managing Support Ticket Management can be categorized into various KPI types.

Operational Efficiency KPIs

Operational Efficiency KPIs measure how effectively the support team handles incoming tickets and resolves them. When selecting these KPIs, consider metrics that reflect both speed and quality of service. Examples include Average Resolution Time and First Response Time.

Customer Satisfaction KPIs

Customer Satisfaction KPIs gauge the level of satisfaction customers experience with the support they receive. These KPIs are crucial for understanding customer sentiment and loyalty. Examples include Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).

Agent Performance KPIs

Agent Performance KPIs assess the productivity and effectiveness of individual support agents. These KPIs help identify top performers and areas for improvement. Examples include Tickets Resolved per Agent and Agent Utilization Rate.

Quality Assurance KPIs

Quality Assurance KPIs focus on the quality and accuracy of the solutions provided by the support team. These KPIs ensure that the support team maintains high standards. Examples include Ticket Quality Score and Compliance Rate.

Workload Management KPIs

Workload Management KPIs track the distribution and volume of tickets across the support team. These KPIs help in balancing workloads and preventing burnout. Examples include Ticket Backlog and Ticket Distribution.

Acquiring and Analyzing Support Ticket Management KPI Data

Organizations typically rely on a mix of internal and external sources to gather data for Support Ticket Management KPIs. Internal sources include CRM systems, helpdesk software, and customer feedback surveys, which provide detailed analytics on metrics like Average Resolution Time and CSAT. External sources such as industry benchmarks and third-party research reports from firms like Gartner and Forrester can offer valuable context and comparative data.

Analyzing this data involves several steps. First, data cleansing is essential to ensure accuracy and reliability. Next, data visualization tools like Tableau or Power BI can help in creating intuitive dashboards that highlight key trends and outliers. Advanced analytics techniques, including predictive analytics and machine learning, can provide deeper insights and identify patterns that may not be immediately obvious.

According to a McKinsey report, organizations that leverage advanced analytics in their customer service operations can reduce costs by up to 25% while improving customer satisfaction by 20-30%. This underscores the importance of not just collecting data but also analyzing it effectively. Regularly reviewing and updating KPIs based on these insights ensures that the support team remains aligned with organizational goals and customer expectations.

KPI Library
$189/year

Navigate your organization to excellence with 17,288 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 61 KPIs under Support Ticket Management
  • 17,288 total KPIs (and growing)
  • 360 total KPI groups
  • 107 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.

FAQs on Support Ticket Management KPIs

What are the most important KPIs for support ticket management?

The most important KPIs for support ticket management include Average Resolution Time, First Response Time, Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS). These KPIs provide a comprehensive view of operational efficiency and customer satisfaction.

How can I improve my support ticket management KPIs?

Improving support ticket management KPIs involves optimizing processes, investing in training for support agents, and leveraging technology such as AI and automation. Regularly reviewing and adjusting KPIs based on performance data is also crucial.

What tools are best for tracking support ticket management KPIs?

Tools like Zendesk, Freshdesk, and Salesforce Service Cloud are excellent for tracking support ticket management KPIs. These platforms offer robust analytics and reporting features that can help you monitor and improve your KPIs.

How often should I review my support ticket management KPIs?

Support ticket management KPIs should be reviewed at least monthly to ensure they align with organizational goals and customer expectations. More frequent reviews may be necessary during periods of high ticket volume or significant operational changes.

What is the difference between CSAT and NPS?

CSAT measures customer satisfaction with a specific interaction or service, typically on a scale of 1 to 5. NPS, on the other hand, gauges overall customer loyalty and likelihood to recommend the organization, usually on a scale of 0 to 10.

How do I set realistic targets for my support ticket management KPIs?

Setting realistic targets involves analyzing historical performance data, considering industry benchmarks, and aligning with organizational objectives. Consulting reports from firms like Gartner and Forrester can also provide valuable insights for target setting.

What role does AI play in support ticket management KPIs?

AI can significantly enhance support ticket management by automating routine tasks, providing predictive analytics, and offering insights into customer sentiment. This can lead to improved KPIs such as reduced resolution times and higher customer satisfaction scores.

How do I balance speed and quality in support ticket management?

Balancing speed and quality requires a focus on both operational efficiency and quality assurance KPIs. Implementing robust training programs and leveraging technology to streamline processes can help achieve this balance.

KPI Library
$189/year

Navigate your organization to excellence with 17,288 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 61 KPIs under Support Ticket Management
  • 17,288 total KPIs (and growing)
  • 360 total KPI groups
  • 107 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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