KPI’s (Key Performance Indicators) are adopted across the entire customer support industry. But what are they and why are they so important?
KPI’s are a quantifiable measure of performance over time for a specific objective. KPIs provide targets for teams to shoot for, milestones to gauge progress, and insights that help people across the organization make better decisions.
Let’s go through 5 of the most commonly adopted KPI’s..
First Contact Resolution rate – measures the proportion of support requests solved on first contact, eliminating the need for the customer to make contact again.
This is an important metric for measuring customer satisfaction. The higher your FCR the happier your customers will tend to be. Driving this metric up means increasing customer loyalty and directly measures your agent’s performance as well.
Average Handle Time – a metric for call centers. It measures the average length of contact for a customer on a call.
This is a metric for your business rather than a customer. Having shorter call times is usually promoted by their company because that way a call center can take on more tickets daily. But from the customer’s perspective – it doesn’t matter if their call takes 5 minutes or 7 minutes. They just want their issue solved.
The customer experience is absolutely everything.
Customer Satisfaction Score – measures your customers’ satisfaction with the service they receive. Customers are sent a short survey after an interaction with someone in the Support team asking them to rate the help they received.
A very popular metric used almost universally. However if you follow our previous blogs/posts you would know our issue with surveys. Surveys only typically receive a 2% response rate and from those who reply, they are biased as they are usually either really happy or really mad at the service provided.
Net Promoter Score – A loyalty metric used to measure the number of satisfied customers and the degree of satisfaction. It’s a survey that asks the question “On a scale of 0-10, how likely are you to recommend [company] to a friend or colleague?”
Another extremely popular metric. This was made as an alternative metric to CSAT but the source for their data comes from surveys. Thus we have the same issues with CSAT and NPS.
Quality Score – A metric for support teams that measures customer experience during customer service. It’s done by recording and analyzing customer tickets in order to determine the effectiveness and performance of agents, centers, and service departments. Higher quality scores typically indicate better customer experiences, while lower quality scores indicate poorer customer experiences.
This is a great metric for support leaders to be using. Although it’s time consuming to get the data, having a high Quality Score is important and serves as good benchmarks for agents and centres to shoot for.
Keep in mind these are only 5 KPI metrics. There’s countless more that customer support teams use to measure countless factors. And it’s usually all done manually. I’m sure you can imagine how time consuming that process is. Here at Summatti we can automate these processes and metrics for you. That way you can spend more time making decisions with data instead of searching for it!