10 Important KPIs and Metrics your Customer Support Team Should Be Using in 2024

While some are used to measure monthly progress against a goal, others have a longer-term focus. The one thing all KPIs have in common is that they’re tied to strategic goals. Therefore, “after call work time” is the time a customer agent spends wrapping up a transaction at the end of a customer call. Most managers will want to reduce this time so as to minimize the cost of interaction with a customer. Companies that make their customers wait on hold for long periods of time, will struggle to please their customers. This is actually a major cause of client resentment and dissatisfaction across the globe.

This is usually measured in business hours unless the customer reaches a 24/7 service line. How often a user becomes a paying customer during or after an interaction with one of your agents. You can set up your ticketing software to reflect the product the ticketing is about and feed that information into your analytics software to compute it. How long the agent takes from finishing a customer interaction to starting the next one. HubSpot Service Hub includes a Customer Feedback tool so you can truly understand your customers and spot opportunities to make them happier — so they stay with you longer. Considering that ticket volume has increased significantly across all channels, offering omni-channel support is crucial.

Train your support team on metric interpretation

Plecto is an engagement and motivation platform that enables companies to build custom KPIs while providing real-time reports, contests, and achievements for their staff. While they offer solutions for customer service, the all-encompassing platform has assistance for other departments like sales, marketing, and development. While others might be tracking first contact resolution or handle time, if these don’t relate to a team’s support philosophy or goals in a meaningful way, then it’s best support kpis not to make them into KPIs. Below are six simple steps to help you set the right KPIs for your customer service departments and arrive at the metrics you need to measure. Instead, you can club this metric with other metrics like resolution SLA or average handle time to understand the capacity of work an agent can handle without compromising on quality or speed. The fix to a poor resolution SLA lies in equipping agents with better training and resources to handle complex customer issues.

Customer satisfaction (CSAT) is a metric to measure your customer base’s level of satisfaction with their experience. CSAT is one of the most important measurements because satisfied customers return to your store, refer friends, leave reviews, and unlock reliable revenue for your brand. The average ticket handline time includes the total talk time and total hold time for that caller. You can calculate the average for larger periods of time to get better insights, such as per week or per month.

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Customer satisfaction can, of course, have a huge influence on the entire organization, including the bottom line. We suggest you pick at least 2 KPIs for each of your key business objectives. Kristin notes that training – good, thorough training – is a huge part of building true confidence and knowing that your people are doing a good job. The amount of conversations an individual support rep should handle depends on a number of factors, such as your industry and their experience.