12 Critical Help Desk Metrics + How to Improve Them 2023
However, hiring an army of new agents to work around-the-clock and man all of the traditional and emerging support channels is cost prohibitive for most companies. You must also consider costs for human agent desk platforms, overhead costs, paid time off, sick days and more. When the COVID-19 pandemic crept across the world, customer service teams were dealing with a surge in volume, evolving policies and new remote work environments. Many companies stopped measuring customer satisfaction during this time as they were simply trying to get back to customers, which often took days. A high level of backlogged tickets indicates that you lack the capacity to resolve customer queries effectively and can highlight a need to increase staff to meet the demand or a need for more streamlined processes. Occasionally a backlog can be caused by poor ticket management, like reps finishing a ticket but never closing it.
- And, while every operation is different, organizations should follow a few universal principles to best achieve their goals.
- This guide details the 21 most important customer service KPIs you should track to hit your business goals.
- We also apply a weighted KPI model, which applies different emphasis to different metrics.
However, all businesses, including ecommerce businesses without subscription-based products can track churn rate. But ecommerce businesses might find revenue churn rate, which we discuss below, easier to track. So instead, we’ll recommend that you spot check each agent’s tickets against this rubric. Some support companies have weekly ticket breakdowns where the entire team — or team leadership, for larger companies — discuss and score tickets against the rubric to get on the same page about ticket quality.
Net Promoter Score®
Knowledge base views have nothing to do with customer interaction with an agent. It enables companies to identify trends in customer issues based on the volume of their searches. A service desk, often automated, is a program that manages the communication between a company and its customers. Most platforms give businesses a collaborative system with features that include a shared inbox, canned responses and actions, app integrations, and advanced metrics reporting.
For instance, you can measure a KPI like service time and match it with the rate of satisfied customers within a given timeframe. This way, you can adjust your workforce’s workflow if the customer satisfaction rate is low. Customer retention rate measures the number of customers that stay loyal to your business over time. Organizations should prioritize support kpis customer experience and a customer-first approach to improve retention. To calculate this metric, add all the time your support reps took to respond to tickets and divide that by the total number of tickets. For example, let’s say employee A took 20 seconds to respond to a ticket, employee B took 15 seconds, and employee C took 30 seconds.
Use CSAT and NPS scores to gauge and enhance satisfaction
Customer service metrics are units that measure your customer’s satisfaction levels, as well as your customer service team’s performance. Some examples of customer service metrics include customer satisfaction (CSAT), first response time (FRT), net promoter score (NPS), and customer churn rate (CCR). It’s more important than ever for customer service teams to understand how you are performing against your customers’ expectations. There are core KPIs that every customer support team needs to be tracking closely. Some are based on very tangible metrics like resolution time, while others look at your customers’ feelings towards your company and how they perceive an interaction.
A centralized dashboard gives you a 360-degree overview of all your metrics, making it easy to keep tabs on them and detect anomalies, trends, and patterns. You can also loop your data into third-party SaaS solutions like Geckoboard, Klipfolio, and Grafana for easier filtering and modeling. Implementing a writing-box can also be a good way to receive qualitative feedback that helps you know what is working. Monitor this KPI closely for your different support channels to keep it from going up.
Correspondence Replied to On Time
In addition to setting the right KPIs, it’s important to objectively assess team performance, understand how different activities impact their goals, and identify ways to improve. While certain issues that your team is facing could be unique, here are four ways in which you can help your team achieve their KPIS. Like we’ve said before, KPIs can be assessed alongside one another to identify important dependencies. Business-level KPIs tell you how customer service impacts the overall health of your business. You can use them to make strategic decisions that will improve the quality of service and impact revenue positively. To make a CSAT survey, you will need to create a list of questions about your customer’s satisfaction with your service or product.
