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 47 KPIs on Technical Support in our database. KPIs for Technical Support are critical as they provide measurable values that reflect the performance and success of the support team. They help in identifying areas for improvement, ensuring that support efforts align with overall business objectives.

By tracking relevant KPIs, such as first response time, ticket resolution time, and customer satisfaction scores, support managers can make data-driven decisions to enhance service quality and efficiency. These metrics also allow for benchmarking against industry standards, fostering a culture of continuous improvement. Moreover, KPIs can motivate technical support staff by setting clear targets and recognizing achievements, which in turn can lead to improved team performance and higher levels 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 a support representative. Indicates customer frustration or dissatisfaction with wait times, potentially signaling a need for process improvement or additional resources. Percentage of calls or contacts that are ended by the customer before reaching an agent. (Total Number of Abandoned Calls / Total Number of Incoming Calls) * 100
Agent Turnover Rate

More Details

The rate at which support staff leave and are replaced within the technical support team. Provides an insight into the overall work environment and satisfaction of support agents, which can affect service quality. Measures the percentage of agents leaving the company within a certain timeframe. (Total Number of Agents Who Left / Average Number of Agents Employed) * 100
Average Handle Time (AHT)

More Details

The average duration of a complete customer interaction, including call time, hold time, and post-call tasks. Helps in assessing the efficiency of agents and identifying opportunities for training to improve speed and effectiveness of customer issue resolution. The average duration of a single transaction, including hold time, talk time, and after-call work. (Total Talk Time + Total Hold Time + Total After-Call Work) / Total Number of Calls Handled
KPI Library
$189/year

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


Subscribe to the KPI Library

CORE BENEFITS

  • 47 KPIs under Technical Support
  • 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.

Average Resolution Time

More Details

The average amount of time taken to resolve customer support tickets. Shows the effectiveness of the support team and can help identify the complexity of problems faced by customers. Average amount of time taken to resolve customer issues. Total Time Taken to Resolve Issues / Total Number of Resolved Issues
Average Wait Time

More Details

The average time customers spend waiting in the queue before they are connected to a support representative. Reflects how well staffed and efficient the support center is, directly impacting customer satisfaction. Average amount of time customers spend waiting before reaching an agent. Total Wait Time / Total Number of Calls Answered
Call Handling Time

More Details

The average time support staff take to handle a customer call, including talk time and after-call work. Provides a complete picture of the time investment needed per call, useful for workforce optimization. Time spent by an agent on a call, including hold time and after-call work. Total Call Duration (Talk Time + Hold Time + After-Call Work) / Total Number of Calls

Types of Technical Support KPIs

We can categorize Technical Support KPIs into the following types:

Operational Efficiency KPIs

Operational Efficiency KPIs measure how effectively your technical support team utilizes resources to resolve issues. These KPIs help identify bottlenecks and areas for improvement in your support processes. When selecting these KPIs, consider the balance between speed and quality of service to avoid sacrificing one for the other. Examples include Average Handle Time (AHT) and First Contact Resolution (FCR).

Customer Satisfaction KPIs

Customer Satisfaction KPIs gauge the level of satisfaction your customers have with the support they receive. These metrics are crucial for understanding customer loyalty and areas needing improvement. When choosing these KPIs, ensure they capture both immediate and long-term satisfaction. Examples include Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).

Employee Performance KPIs

Employee Performance KPIs assess the effectiveness and productivity of individual support agents. These KPIs are vital for identifying top performers and those who may need additional training. When selecting these KPIs, consider both quantitative and qualitative measures to get a well-rounded view of performance. Examples include Tickets Resolved per Agent and Quality Assurance Scores.

Service Level KPIs

Service Level KPIs measure how well your technical support team adheres to predefined service standards. These KPIs are essential for maintaining high service quality and meeting customer expectations. When choosing these KPIs, align them with your Service Level Agreements (SLAs) to ensure consistency. Examples include Response Time and Resolution Time.

Cost Efficiency KPIs

Cost Efficiency KPIs evaluate the cost-effectiveness of your technical support operations. These metrics help you understand the financial impact of your support activities. When selecting these KPIs, focus on balancing cost with service quality to avoid compromising customer satisfaction. Examples include Cost Per Ticket and Support Cost as a Percentage of Revenue.

Acquiring and Analyzing Technical Support KPI Data

Organizations typically rely on a mix of internal and external sources to gather data for Technical Support KPIs. Internal sources include CRM systems, ticketing systems, and customer feedback surveys, which provide real-time data on various support metrics. External sources such as industry benchmarks and market research reports from firms like Gartner and Forrester offer valuable context for comparing performance against industry standards.

Analyzing this data involves several steps. First, data cleansing is crucial to ensure accuracy and reliability. This involves removing duplicates, correcting errors, and standardizing formats. Next, data visualization tools like Tableau or Power BI can help transform raw data into actionable insights. These tools enable you to create dashboards that provide a real-time view of key metrics, making it easier to identify trends and areas for improvement.

Advanced analytics techniques such as predictive analytics and machine learning can also be employed to gain deeper insights. For instance, predictive analytics can help forecast future support demand based on historical data, allowing you to allocate resources more efficiently. According to a McKinsey report, organizations that leverage advanced analytics in their support operations can reduce costs by up to 20% while improving customer satisfaction.

Regularly reviewing and updating your KPIs is essential to ensure they remain aligned with your organizational goals. This involves setting up periodic reviews and incorporating feedback from both customers and support agents. By continuously refining your KPIs, you can ensure they provide the most relevant and actionable insights for your technical support operations.

KPI Library
$189/year

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


Subscribe to the KPI Library

CORE BENEFITS

  • 47 KPIs under Technical Support
  • 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 Technical Support KPIs

What are the most important KPIs for technical support?

The most important KPIs for technical support include First Contact Resolution (FCR), Customer Satisfaction Score (CSAT), Average Handle Time (AHT), and Net Promoter Score (NPS). These KPIs provide a comprehensive view of both operational efficiency and customer satisfaction.

How can I measure the effectiveness of my technical support team?

Effectiveness can be measured using KPIs such as Tickets Resolved per Agent, Quality Assurance Scores, and First Contact Resolution (FCR). These metrics help identify top performers and areas needing improvement.

What sources can I use to gather data for technical support KPIs?

Data can be gathered from internal sources like CRM systems, ticketing systems, and customer feedback surveys. External sources such as industry benchmarks and market research reports from firms like Gartner and Forrester are also valuable.

How often should I review and update my technical support KPIs?

KPIs should be reviewed and updated regularly, ideally on a quarterly basis. This ensures they remain aligned with organizational goals and reflect any changes in customer expectations or operational processes.

What tools can help analyze technical support KPIs?

Tools like Tableau, Power BI, and advanced analytics platforms can help analyze technical support KPIs. These tools enable data visualization and advanced analytics, providing actionable insights for decision-making.

How can predictive analytics improve technical support KPIs?

Predictive analytics can forecast future support demand based on historical data, allowing for more efficient resource allocation. This can lead to reduced costs and improved customer satisfaction, as highlighted by a McKinsey report.

What are the key challenges in managing technical support KPIs?

Key challenges include data accuracy, aligning KPIs with organizational goals, and balancing cost with service quality. Overcoming these challenges requires regular reviews, data cleansing, and the use of advanced analytics tools.

How do I balance speed and quality in technical support KPIs?

Balancing speed and quality involves selecting KPIs that measure both aspects, such as Average Handle Time (AHT) and Customer Satisfaction Score (CSAT). Regularly reviewing these KPIs ensures neither speed nor quality is compromised.

KPI Library
$189/year

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


Subscribe to the KPI Library

CORE BENEFITS

  • 47 KPIs under Technical Support
  • 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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