KPIs also enable Product Management to gauge the effectiveness of support strategies and initiatives, ensuring that resources are allocated efficiently to improve customer satisfaction and retention. By tracking metrics such as response times, resolution rates, and customer satisfaction scores, Product Managers can make data-driven decisions that align support efforts with overall product strategy and business objectives. Moreover, analyzing KPI trends over time assists in anticipating customer needs and proactively addressing potential product challenges before they escalate.
KPI |
Definition
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Business Insights [?]
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Measurement Approach
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Standard Formula
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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 customer service.
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Reveals agents' contentment with their work environment, tools, and management, which can impact turnover and customer service quality.
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Includes job satisfaction surveys, eNPS scores, and feedback forms.
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Average of agent satisfaction survey scores
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- An increasing agent satisfaction score may indicate improved work environment, better tools, or enhanced support processes.
- A decreasing score could signal issues with work conditions, tool inefficiencies, or declining support quality.
- Are there specific tools or processes that agents find particularly frustrating or inefficient?
- How does the agent satisfaction score correlate with customer satisfaction metrics?
- Regularly gather feedback from support agents and act on their suggestions for improvement.
- Invest in training and development opportunities to enhance agent skills and job satisfaction.
- Ensure that support tools are up-to-date, user-friendly, and aligned with agents' needs.
Visualization Suggestions [?]
- Line charts showing the trend of agent satisfaction score over time.
- Comparison bar charts displaying scores across different teams or departments.
- Low agent satisfaction can lead to increased turnover and decreased productivity.
- Consistently low scores may indicate systemic issues that require significant organizational changes.
- Employee engagement platforms like Officevibe or TINYpulse for gathering and analyzing agent feedback.
- Helpdesk software with built-in agent satisfaction surveys and reporting capabilities.
- Integrate agent satisfaction data with HR systems to identify correlations with employee retention and performance.
- Link agent satisfaction scores with customer feedback and support ticket data to understand the impact on service quality.
- Improving agent satisfaction can lead to higher customer satisfaction and retention rates.
- However, investing in agent satisfaction may require budget reallocation from other areas of the business.
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Agent Schedule Adherence More Details |
The degree to which customer support agents adhere to their scheduled work times and breaks, impacting staffing and service levels.
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Helps manage workforce efficiency and predictability of service levels.
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Measures the percentage of time agents adhere to their scheduled work times and breaks.
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(Total Time Agents Adhere to Schedule / Total Scheduled Time) * 100
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- Consistent adherence to agent schedules may indicate a well-organized and efficient workforce management process.
- An increasing trend of schedule adherence could signal improved employee engagement and satisfaction.
- Are there specific time slots or days where schedule adherence tends to be lower?
- How does schedule adherence impact customer satisfaction and resolution times?
- Implement automated workforce management systems to optimize agent schedules and breaks.
- Provide incentives for agents who consistently adhere to their schedules.
- Regularly review and adjust schedules based on historical call volume and peak times.
Visualization Suggestions [?]
- Line charts showing schedule adherence over time to identify any recurring patterns or fluctuations.
- Bar graphs comparing schedule adherence across different teams or departments.
- Low schedule adherence can lead to understaffing during peak times, resulting in increased wait times for customers.
- Consistently low adherence may indicate issues with workforce management or employee dissatisfaction.
- Workforce management software like Verint or Aspect to track and manage agent schedules.
- Performance management tools to monitor individual agent adherence and provide feedback.
- Integrate schedule adherence data with call volume and customer satisfaction metrics to identify correlations.
- Link workforce management systems with HR platforms to streamline scheduling and time-off requests.
- Improving schedule adherence can lead to better service levels and reduced customer wait times.
- However, strict enforcement of schedules may impact agent morale and job satisfaction.
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Agent Turnover Rate More Details |
The rate at which customer support agents leave the company, which can impact the continuity and quality of service.
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Provides insights into job satisfaction, training effectiveness, and the overall work environment to improve retention strategies.
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Calculates the rate at which agents leave the company over a specific period.
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(Number of Agents Who Left During a Period / Average Number of Agents During the Period) * 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 or improved working conditions.
- What are the primary reasons for agents leaving the company?
- How does our agent turnover rate compare with industry benchmarks or similar companies?
- Implement mentorship programs and career development opportunities for support agents.
- Conduct regular employee satisfaction surveys and act on feedback to improve working conditions.
- Provide ongoing training and support for agents to enhance their skills and job satisfaction.
Visualization Suggestions [?]
- Line charts showing agent turnover rate over time.
- Pie charts comparing turnover reasons or departments affected.
- High agent turnover can lead to disruptions in service and decreased customer satisfaction.
- Chronic turnover may indicate deeper issues in employee engagement and company culture.
- Employee engagement platforms like Officevibe or TINYpulse to gather feedback and measure satisfaction.
- HR management systems to track turnover reasons and identify trends.
- Integrate turnover rate data with performance management systems to identify patterns and correlations.
- Link with recruitment and onboarding processes to streamline the transition of new agents and reduce turnover.
- High turnover can increase recruitment and training costs, impacting overall operational expenses.
- Improved retention can lead to a more experienced and knowledgeable support team, enhancing service quality.
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CORE BENEFITS
- 52 KPIs under Customer Support
- 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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IMPORTANT: 16 days left until the annual price is increased from $99 to $149.
$99/year
Agent Utilization Rate More Details |
The percentage of time that support agents are actively engaged in handling customer inquiries, as opposed to being idle or waiting for calls.
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Highlights efficiency and potential staffing adjustments required to optimize resources.
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Determines the percentage of time agents spend on handling customer interactions versus idle time.
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(Total Handle Time + Total After-Call Work Time) / (Total Time Agents are Logged In) * 100
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- Increasing agent utilization rate may indicate improved efficiency in handling customer inquiries or increased demand for support.
- Decreasing rate could signal issues with staffing, training, or a decline in customer inquiries.
- Are there specific times of the day or week when agent utilization rate tends to drop?
- What are the main reasons for agents being idle or waiting for calls?
- Implement workforce management tools to better forecast and schedule agent resources.
- Provide ongoing training and support to improve agent efficiency and effectiveness.
- Consider implementing self-service options to reduce the volume of inquiries handled by support agents.
Visualization Suggestions [?]
- Line charts showing agent utilization rate over time to identify patterns and trends.
- Stacked bar charts comparing agent utilization by different shifts or teams.
- Low agent utilization rates can lead to increased wait times for customers and decreased satisfaction.
- High agent utilization rates without breaks or support can lead to burnout and decreased quality of service.
- Workforce management software like Verint or Aspect to optimize agent scheduling and resource allocation.
- Customer support platforms with real-time monitoring and reporting capabilities to track agent utilization.
- Integrate agent utilization data with customer satisfaction metrics to understand the impact on service quality.
- Link with HR systems to align agent scheduling with breaks, training, and support needs.
- Increasing agent utilization rate may improve customer service efficiency but could also impact agent well-being and satisfaction.
- Decreasing agent utilization rate may reduce costs but could lead to longer wait times and decreased customer satisfaction.
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Average After-Call Work Time More Details |
The average time spent by agents on follow-up tasks after a customer call has been concluded.
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Indicates the complexity of follow-up tasks and can highlight training or process improvement opportunities.
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Measures the average time spent on work related to the call after the customer interaction is over.
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Total After-Call Work Time / Total Number of Calls Handled
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- Increasing after-call work time may indicate more complex customer issues or inadequate agent training.
- Decreasing after-call work time can signal improved agent efficiency or better automation of follow-up tasks.
- Are there specific types of follow-up tasks that consistently take longer to complete?
- How does our after-call work time compare with industry benchmarks or best practices?
- Provide additional training or resources for agents to handle complex issues more efficiently.
- Implement automation tools to streamline and standardize follow-up tasks.
- Regularly review and update follow-up processes to eliminate unnecessary steps and reduce time spent on after-call work.
Visualization Suggestions [?]
- Line charts showing the average after-call work time over different time periods (daily, weekly, monthly).
- Stacked bar charts comparing after-call work time by different agent teams or customer service channels.
- High after-call work time can lead to longer customer wait times for issue resolution, impacting customer satisfaction.
- Chronic high after-call work time may indicate systemic issues in customer service processes that need to be addressed.
- Customer relationship management (CRM) systems with integrated after-call work time tracking and reporting features.
- Workflow automation tools to streamline follow-up tasks and reduce manual effort.
- Integrate after-call work time data with customer satisfaction surveys to understand the impact of follow-up tasks on customer experience.
- Link with workforce management systems to optimize agent schedules based on after-call work time patterns.
- Reducing after-call work time can improve overall customer service efficiency and potentially lead to cost savings.
- However, overly aggressive reduction efforts may compromise the quality of follow-up tasks and impact customer satisfaction.
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Average Handle Time (AHT) More Details |
The average amount of time an agent spends handling a customer interaction, including talk time, hold time, and after-call work.
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Provides insight into the efficiency of interactions and identifies opportunities for agent training or process improvements.
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Includes talk time, hold time, and after-call work time.
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(Total Talk Time + Total Hold Time + Total After-Call Work Time) / Total Number of Calls Handled
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- A decreasing AHT may indicate improved agent efficiency or better customer issue resolution processes.
- An increasing AHT could signal more complex customer inquiries or a need for additional agent training.
- Are there specific types of customer interactions that consistently result in longer handle times?
- How does our AHT compare with industry benchmarks or similar organizations?
- Implement training programs to improve agent skills and knowledge.
- Streamline internal processes to reduce hold times and after-call work.
- Invest in technology that can automate repetitive tasks and provide agents with relevant customer information more efficiently.
Visualization Suggestions [?]
- Line charts showing AHT trends over time.
- Stacked bar graphs comparing AHT by different customer interaction types.
- High AHT can lead to customer frustration and dissatisfaction.
- Long handle times may indicate inefficiencies in customer support processes that could impact overall operational costs.
- Customer relationship management (CRM) systems with built-in support ticket management and reporting capabilities.
- Call center software that provides real-time analytics on agent performance and customer interactions.
- Integrate AHT tracking with quality management systems to identify areas for improvement in customer support processes.
- Link AHT data with workforce management tools to optimize agent scheduling and resource allocation.
- Reducing AHT can lead to improved customer satisfaction and loyalty.
- However, overly aggressive reduction targets may impact agent morale and potentially compromise the quality of customer interactions.
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In selecting the most appropriate Customer Support 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 Customer Support 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.