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KPI Library
Navigate your organization to excellence with 15,468 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 45 KPIs on User Support and Training in our database. KPIs serve as vital indicators for assessing the effectiveness of User Support and Training within Information Technology. By tracking metrics such as resolution time, ticket volume, customer satisfaction scores, and first contact resolution rates, organizations can gain insights into the performance and efficiency of their support teams.

For training, KPIs like course completion rates, post-training assessments, and real-world application of skills guide improvements in educational programs and materials. These indicators help ensure that users receive timely, competent assistance, and that training is effective and aligned with the actual needs of the users. Consequently, KPIs enable continuous improvement by identifying areas for investment and highlighting successful strategies, directly impacting user productivity and overall IT service quality.

  Navigate your organization to excellence with 15,468 KPIs at your fingertips.
$99/year
KPI Definition Business Insights [?] Measurement Approach Standard Formula
Average After-Call Work Time

More Details

The average time spent by support agents on follow-up tasks after a call has ended. Helps in assessing the efficiency of agents and understanding ancillary tasks related to customer calls. Time spent by agents on tasks related to the call after the call has ended, such as updating records or sending emails. (Total Time Spent on After-Call Work / Total Number of Calls)
Average Handling Time (AHT)

More Details

The average time it takes to resolve a support ticket or call, from initial contact to resolution. Indicates overall efficiency of agents in resolving customer issues and managing their time. The sum of talk time, hold time, and after-call work time divided by the number of calls handled. (Total Talk Time + Total Hold Time + Total After-Call Work Time) / Total Number of Calls Handled
Average Time to Answer (ATA)

More Details

The average time it takes for a support agent to answer a user's call. Measures the accessibility of support and can highlight staffing or routing inefficiencies. The average amount of time it takes for a call to be answered after it has been routed to an agent. (Total Time Taken to Answer Calls / Total Number of Calls Answered)
KPI Library
$99/year

Navigate your organization to excellence with 15,468 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 45 KPIs under User Support and Training
  • 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.

Call Abandonment Rate

More Details

The percentage of inbound support calls that are abandoned by the caller before reaching a support agent. Reveals customer frustration or possible insufficiencies in call queue management. The percentage of calls that are abandoned by the customer before speaking to an agent. (Total Number of Abandoned Calls / Total Number of Calls Offered) * 100
Call Transfer Rate

More Details

The frequency with which calls are transferred from one agent to another or to a different support level. Highlights potential training gaps or mismatches in call routing. The percentage of calls that are transferred from the initial agent to another agent or department. (Total Number of Transferred Calls / Total Number of Calls Handled) * 100
Change Request Fulfillment Time

More Details

The time taken to implement a change requested by a user in the IT system or services. Assesses the responsiveness and effectiveness of change management processes. The time taken to complete a change request from the time it was submitted. (Total Time to Complete Change Requests / Total Number of Change Requests Completed)

In selecting the most appropriate User Support and Training KPIs from our KPI Library for your organizational situation, keep in mind the following guiding principles:

  • Relevance: Choose KPIs that are closely linked to your Information Technology objectives and User Support and Training-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 User Support and Training 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 User Support and Training 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 User Support and Training 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 Information Technology and User Support and Training. Consider whether the User Support and Training KPIs need to be adjusted to remain aligned with new directions. This may involve adding new User Support and Training 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 User Support and Training 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 User Support and Training 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.

KPI Library
$99/year

Navigate your organization to excellence with 15,468 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 45 KPIs under User Support and Training
  • 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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