10 Essential Team KPIs for Any Project

Only the KPIs and metrics that are critical to your IT help desk need to be measured to improve service delivery. 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. Statistically speaking, people who had a negative experience with a company are more likely to leave a review. A satisfied customer, on the other hand, is unlikely to leave a good review. Long story short, people won’t rate your business on designated websites without a nudge.

If you run a large support team, make sure you have a close pulse on your ETR so you can address issues head-on. The cost of replacing employees (recruiting, training and onboarding) is huge and any time you have a new agent, there is potential for inconsistency and other metrics to slide. The customer success team aims to keep clients engaged and productive, while also growing recurring revenue.

Best Canned Response Examples for Customer Service

The strong correlation between FCR and customer satisfaction is illustrated in the two charts below. The KPIs vital to you will also differ from other companies and industries. That being said, there are some common KPIs that many companies and specific departments track. For example, many support teams will track average resolution time to gauge whether customer problems are being resolved swiftly. 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.

• KPI is linked to a target value or goal which provides actionable data so you, or any other stakeholders, can make informed decisions.
• 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.
• It’s better to start with challenging, but small goals that ladder into a larger goal over time.
• In the management “professionalization” phase (where the key metrics are analyzed – see article), the team profile, its tools, service procedures and knowledge center must already be at least established.

However, it’s virtually impossible to build an effective loyalty and retention strategy without a solid, reliable, and viable product or service. More than 80% of customers use the company’s FAQs and self-service portals, which makes it the most popular customer service channel. Creating a knowledge base and updating it with fresh articles, information, and screenshots should also be a part of the support team’s routine. Your support team works tirelessly to help keep your customer base happy.

#6 Communicate KPIs and measure progress

Conversely, a low cost per ticket is not necessarily good, particularly if the low cost is achieved by sacrificing service levels or customer satisfaction. the FCR metric by training your customer support team to improve their communication skills and deliver quality service. You can provide live chat scripts and customer surveys to improve resolution in the first interaction itself. First contact resolution (FCR) helps gauge customer satisfaction, the higher your FCR rate, the more satisfied your customers tend to be. It is a key factor that drives customer loyalty and also measures your agents’ efficiency to resolve an issue on the first interaction.

Within a dashboard, you can examine how your team is performing over time. And if you make new hires, change policies or procedures, or adopt technology like AI, you can easily see how performance is affected. You’ll also be able to identify opportunities to proactively communicate throughout the customer journey and create ways to surprise customers and catch them before a problem becomes a pain point. This is a better resolution time measurement than average resolution time (ART).

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