15 Customer Service KPI Metrics That Propel CX Teams

Satisfied users are more likely to become loyal customers who contribute significantly to a company’s profitability. By tracking the level of service, businesses can gauge customer satisfaction levels and loyalty, which are key drivers of long-term success. You need to acknowledge the factors that contribute to prolonged resolution times. Often, lengthy interactions stem from a lack of self-service tools (never tired of highlighting their importance!), insufficient agent training, or poor case management systems.

The “average service time” is nothing more than the average between the total duration of the calls received in a given period, from the initial contact to the delivery of the solution and closing. Good knowledge management, well-established procedures (playbook) and an effective prioritization system can make a difference in metrics of this type. It’s like figuring out your team’s superpowers and where you can be even more effective. If some metrics don’t show good results, having the complete picture helps to come up with a plan and make the whole team shine.

customer service KPIs every support team needs to track

So, if your organization has fewer replies, that may indicate an effective and knowledgeable support team. Ticket reopens represents how many times a ticket or incident needs to be reopened by a support agent. This metric shines a light on the status of a company’s operations, as a high level of reopened tickets can indicate problems with the product or customer experience. You can calculate cost per resolution by dividing the total cost of customer support by the issues resolved in a given period.

• Customer Effort Score (CES) refers to the effort a customer has to expend to get what they want from your business.
• It’s human nature to be impatient when in need of technical support or customer service.
• Just as world-class service delivery organizations are obsessive about maintaining high customer satisfaction levels, they are equally committed to keeping their costs in check.

Now, as one of the managers of a global support team that is quickly scaling, I can completely understand not only the necessity but the benefits of tracking KPIs. As discussed, many of the leading customer support applications account for KPIs while streamlining their users’ workflows. This saves you a lot of kpi for support team time in measuring your workforce’s performance and ensures that your company is tracking the most beneficial pieces of information. For this to work, however, corresponding analyses and action plans have to be enacted, especially if your organization is trying to curb the effects of the coronavirus pandemic.

Customer retention rate (CRR)

Tracking these key performance indicators (KPI) will help keep the team productive and the project on track. This creates more work for agents that results in wait time and longer resolution times. Employee Turnover Rate is the percentage of employees who leave a company within a certain amount of time. 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. 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.