15 Customer Service KPI Metrics That Propel CX Teams

The key to effectively measuring customer service performance is not to measure all industry-recognized metrics. You need to track a set of customer service KPIs that align with your business goals and team objectives. For example, consider a business metric like customer churn rate, which measures how many customers you have lost over a period of time. If you identify customer service as one of the reasons for high churn, you will need to make significant changes to your support setup. You may have to hire new managers with a diverse skill-set, invest in a full-fledged help desk system, and set better long-term goals. If a customer service metric doesn’t directly affect progress toward a business goal, then it’s just a metric, not a KPI.

Team members have a wealth of knowledge that can be tapped to understand what’s important to customers and what’s achievable. Every KPI that you set should tie back to a specific business outcome that can be quantified. So start by taking a look at your business’s goals and work forward from there.

Why are Top Customer Service KPI Metrics Hard to Achieve?

It means that customers are generally not satisfied with what you do and are unlikely to recommend them to others. On the other hand, dissatisfied customers can churn any minute, so your customer care strategy should be reviewed and adjusted asap. Support specialists need to be tied to money stuff and stay on top of everything that’s going on in your company. For instance, we at HelpCrunch think that is one of the most important customer service KPIs.

Calculates the average time it takes for your support team to resolve customer issues. This KPI helps assess the efficiency and effectiveness of your customer support processes. Short ticket resolution time doesn’t necessarily mean that issues are resolved correctly. This is why this metric goes hand in hand with the customer satisfaction score that is measured right after a ticket is closed. Reducing customer churn is a crucial aspect of business success that requires constant customer engagement to understand and address customers’ issues with your brand and product.

Key takeaway

Or, for a team aimed at providing an effortless experience, a customer effort score would be a great guiding KPI. To add on, you can get insights about agent brandwidth by taking a look at this metric against the total number of tickets (more on this later). If you have a high number of tickets resolved per month, and a high first response time, then you need to work on easing agent bandwidth. The best way to get these insights is by measuring customer service key performance indicators or customer service KPIs.

Customers will stop doing business with a company after one poor customer support experience. To do that, there are specific customer service key performance indicators that need to be monitored on an ongoing basis in order to adjust processes or optimize agent training. The first call resolution rate is one of the most important customer service performance metrics to track. It measures the efficiency of your team to resolve an issue on the first call. It is an indicator used to know how good your agents are at understanding and addressing a problem without needing to transfer or return the call.

Data Backup & Integrity

Compare your MRR over a course of a longer period of time in order to identify how sustainable is your current business model and how fast are you growing. Tracking this metric on a weekly basis and for the different communication channels will help you stay on top of any issues or anomalies as soon as they occur. Compare this KPI to others such as the agent utilization or the ticket handle time to extract deeper conclusions about costs and how to lower them. Did you know that other factors beyond your immediate actions can erode customer trust? Criminal fraud, for instance, can potentially impact customer service KPIs like your Customer Satisfaction Score (CSAT) or Net Promoter Score (NPS). Identify areas where your team may need additional training or resources based on insights from KPIs.

They need to know how to communicate professionally with customers, have intricate product knowledge, and understand how to efficiently use your customer support software. For instance, they should know how to use the system to route messages and escalate requests if they cannot resolve them. CSAT measures a customer’s happiness with a company’s products or services. To determine satisfaction levels, organizations will usually send surveys immediately after a customer interacts with an agent. Similarly, high ticket volumes around a specific topic are worth keeping tabs on and investigating.

Service Desk KPIs

There are so many plates spinning in the air when you’re a small business owner—if you’re only focused on the customer service plate, your other departments could suffer. You should write customer service KPIs the way you write success indicators for the rest of your operations. To provide a good service to their clients, they should also be taken care of by the business and their BPO company. An agent’s performance usually reflects the level of care given by the management. The better they are taken care of, the better service they give to the customers.

Also, support agents can reactivate some users by delivering the value of your product. One of the most popular and easiest ways to measure customer service is to measure the customer satisfaction score. This means that you directly ask your clients if they liked the customer service they’ve had. Usually, CSAT is measured on a scale from 1 to 5, where 5 is totally satisfied and 1 — not satisfied at all. To calculate the overall resolution rate, subtract the number of unresolved cases from the number of customer inquiries, then divide this by the total number of inquiries.

For example, suppose a support rep is resending a package to a customer. The handling time ends when the agent communicates the new shipping information to the customer and closes the ticket. The resolution time ends once a customer actually receives the product. This metric looks at the average time from when a customer contacts customer support to when they first get a response from an agent (And no, auto-replies do not count as a response!). To measure the customer satisfaction score, you can also use the abandonment rate KPI.

• They present clear, uncolored data, setting the stage for evaluating the efficacy of your customer interactions.
• Not evaluating them might let you out of track and some problems might also go unnoticed, delaying the moment you are aware of them and start fixing what has to be.
• Abandoned call rates are a major part of how to measure customer service satisfaction.
• While monitoring all these KPIs can become overwhelming, especially for small businesses, programs like Plectoare effective for keeping track of KPIs.
• Additionally, tickets related to specific categories of your products or services can give you insights into areas that need improvement.
• Key performance indicators (or “KPIs”) are fundamental tools that assess a business’s progress and spotlight areas that might need attention.

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