That said, extremely high analyst utilization can actually increase your costs by driving analyst turnover and absenteeism higher. Whenever analyst utilization rates approach 60–70 percent, a service desk will experience relatively high analyst turnover because they are pushing the analysts too hard. Extremely high utilization leads to burnout, higher turnover, higher absenteeism, and lower morale in the service desk. The correlation between analyst utilization and cost is illustrated below.
You may need to hire more agents or rebalance the workload among existing agents. By disregarding the passives and subtracting the percentage of detractors from promoters, you get your NPS score (expressed as a number, not a percentage). In this section, we’re sharing the top 13 help desk KPIs that service professionals use. Working with AI might be a new challenge but it doesn’t need to be intimidating.
With success metrics and KPIs in place, support teams can continuously strive for excellence, delivering exceptional service and exceeding customer expectations. Reviewing these metrics regularly also allows you to optimize your staffing allocation based on channels where agents perform well and where ticket volumes are high. Playing to each individual’s strengths can help improve agent productivity and provide better service to employees and customers.
Additionally, businesses can use data mining techniques to monitor customer service interactions and extract insights. “According to HubSpot, 54% of customers expect a response within 10 minutes or less.. Monitoring time to first response and number of open tickets will give you a good idea of your capacity and whether you are keeping up. Going through the LiveAgent details, we found it to be a powerful help desk platform suitable for every type of business. It is built to give you and your agents a tight grip on feedback to fast track resolution times.
Effective KPIs follow the SMART goal framework, meaning that they’re Specific, Measurable, Attainable, Realistic, and Time-bound. KPIs are the measuring units you’ll use to check off the “M” in your SMART goal. Now, with project management software, these can be managed and updated in real time. And when your team members can update them in real time, there is a tendency towards more accuracy.
With the rating system alone, you will be able to get a general idea of your team’s and team members’ performance when it comes to how they handle the customers’ concerns. ProProfs Help Desk also enables you to create feedback forms and surveys to gather more information from your customers regarding the customer support they are getting. This pertains to customer support requests that stay unresolved during a particular period or beyond the usual response time you set. This is crucial – studies revealed that customers don’t mind waiting as long as their issues are resolved. You have to maintain a healthy balance between fast response and fast resolution. But then not all issues are the same, and some are resolved quicker than others.
For instance, if there is a high volume of troubleshooting questions for a particular product after three months, your company could proactively provide steps on how to keep a product working as expected. Once you identify your top performers, you can not only reward their hard work but tap into their successful strategies to help improve the rest of the team. Adopting AI technology to help you respond to tickets can lower your cost per resolution.
After all, customers shouldn’t feel like resolving their issue is a worse experience than what they were contacting the service team about in the first place. The escalation rate is a percentage that represents the number of support tickets that escalate to a person with more experience or specialized knowledge. The person receiving the escalated ticket is typically a supervisor or manager. Analyzing the reasons why customers contact support is just as important as how fast their issues are resolved. Monitoring customer-reported issues can help you determine gaps in your instruction and training materials. If you find a pattern or that folks are reporting the same issue, it may be a sign of a larger problem.
On the other hand, dissatisfied customers can churn any minute, so your customer service strategy should be reviewed and adjusted ASAP. Maintaining a knowledge base and keeping it fresh is a common-sense KPI for customer service representatives. Not only does it save a lot of time, but it also makes them more trained to answer all kinds of tricky questions. That’s why the first response time is one of the most important KPIs for customer service. Keep an eye on how long people have to wait on hold before someone greets them. If you don’t measure any KPIs and metrics in your company, you can never say how your business performs.
After you’ve set your goal, you’ll want to select three to five KPIs that will be most effective in measuring progress. You can minimize AHT by decreasing time your customers are waiting and optimizing each back-and-forth interaction. Using hybrid support models, like human+AI vs. purely human agents can significantly help reduce wasted seconds. You need to understand kpi for support team if you are getting more service requests because your product/service is broken or because you are getting more customers. Tracking tickets per customer can help inform resource allocation through the lens of long-term vs. short-term needs. To determine CES, you’ll ask your customers, On a scale from “Very Easy” to “Very Difficult”, how was your experience?
By doing so, customer service teams are able to understand objectively if they have met customers’ expectations or not. With this information in hand, businesses will then have the power to make educated decisions on how best to augment their customer service operations for maximum success. It’s now widely understood that for support teams, the stakes have never been higher.
KPIs are a great way to set quantifiable goals that connect to your strategic objectives. But if KPIs don’t feel right for you, th ere are a variety of other goal-setting methodologies you can try. Here’s another example of potential OKRs and KPIs for a customer experience team. KPIs often overlap with OKRs, but the difference is that OKRs don’t have to be quantifiable measures.
90% of American consumers say that customer service is a deciding factor in whether or not they will do business with a company. Potential customers might ask a question about delivery or the product before making a purchase. And shoppers depend on quality support experiences after the purchase for a great end-to-end experience. The number of support tickets your customer support team converts into a purchase shows the value of your customer support team in cold, hard cash. We count a ticket as converted whenever a customer places an order within five days of contacting customer support. Customer churn rate measures the amount of customers your business loses over a given time period.
Average resolution time (ART) refers to the amount of time it takes for your customer support team to fully solve the customer’s problem and close the ticket. We analyzed data across about 6,000 ecommerce companies using Gorgias to provide customer support and we found that the top-performing companies have an average resolution time of 1.67 hours. Your customer support team might already measure how quickly you respond to support tickets, which is a great start. The list of metrics we share below paint a fuller picture of the larger impact customer support has on business growth. And once you can demonstrate your impact on business growth, you can start making the case for better tools and more staff.
An ideal situation would be to have low costs and high satisfaction rates for all your communication channels; however, this is not always the case. Monitoring this measurement closely can help you paint an accurate picture of your situation and find improvement opportunities to ensure you remain profitable. KPI for customer service provides insights into the quality, efficiency, and overall impact of the support provided. They help businesses track specific metrics that directly relate to customer satisfaction, issue resolution, and the overall customer experience. Your average response time tracks how long it takes for your customer service team to respond to a conversation after opening a ticket. This metric measures how quickly your customers are being helped as well as how quickly each ticket can be resolved.
Use common questions from your support experience, track niche communities, and Quora. Support specialists need to be tied to money stuff and stay on top of everything that’s going on in your company. You can be the most customer-driven company in the world, but every business should earn money.
This is a new way of measuring the impact of an automated customer service technology platform. Virtual agents are performing human work and need to be measured in the same way. That may lead to downgrades and cancellations, which should be avoided as much as possible. In our example, we can see that January brought a higher churn rate, which could mean that clients have canceled their yearly contracts and it affected the company. As its name suggests, this customer service KPI tracks the costs of resolving an issue by different communication channels. Calculations of this indicator can include a variety of factors such as employee wages, license fees for software, equipment and technology expenses, and agent’s training just to name a few.
That’s why measuring first contact resolution, or whether or not you resolved an issue in a single chat session, phone call or email response, is a good indicator of how your team is performing. If your customer needs to reach back out or be escalated to another source for support, it does not count as first contact resolution. The customer effort score measures how much effort your customer had to put into resolving their issue. To determine the customer effort score, ask your customer to rate their resolution experience on a scale from easy to difficult.