The purpose of this article is to break down the KPI (key performance indicator) metrics in a way that would help you understand exactly what it’s measuring and how you can use it.
This measures the average amount of time an agent takes to work or resolve a case. The shorter the amount of time spent resolving one case, the higher your support team’s efficiency. This is the most fundamental indicator of how your support team performs and if your customers’ needs are met.
First Response Time or FRT is the time it takes between a customer’s first message and the time it takes the agent to send their first response to that message. It indicates how long a customer has to wait before she receives support.
12% of Americans rate their number one frustration as “lack of speed”.
While it is good and important to have customer interactions and receive messages from customers, it is also important to track the volume of interactions. No matter how extraordinary your product or service is, you can be sure that you will receive a certain number of complaints from your customers. Calculating the average number of daily, weekly, and monthly tickets will help you in numerous ways.
This is another key customer service metric that needs to be monitored continuously. It represents the percentage of cases your staff resolves from the total tickets received.
While the ideal resolution rate would be 100%, there will always be issues your team may not be able to resolve. Look closely at the reasons behind every unresolved issue.
It measures a particular team or agent’s efficiency and effectiveness to resolve a single issue on the first response. It indicates how good the agents are at addressing and understanding a concern without needing multiple interactions. By defining an ideal number of interactions within which you would want to resolve your customers’ issues, you can reduce the number of interactions and focus on the resolution of the issue.
Simplify360 is an omnichannel digital customer service platform. Brands can map customers who are at stores, leaving reviews and engaging with their other channels such as email, WhatsApp, other social media such as Facebook, Twitter, LinkedIn, Instagram, and so on.
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