11 Crucial Customer Service KPIs You Need to Track in 2022 Freshdesk Blogs

Ask your customers to fill out a quick survey after their call to rate their satisfaction. Calculate how many of your customers are in each of the five or six levels of engagement set by your company. Although you may want to start by listening to calls or reading live chat logs, you can use AI to automatically evaluate each query and ensure the resolutions stay consistent. How consistent individual agents are at resolving tickets when different users contact them with the same problem. Your messaging app or phone system should be able to calculate the average agent utilization rate automatically to give you a better idea of the workload of the agents. How many of the agents are occupied with user interactions at any given time.

Finance managers and CFO’s should use a financial analytics tool to focus on margin, expense, revenue and cash management as shown in the 15 key finance KPI examples below. Operations managers need to track KPIs around efficiency, effectiveness and quality as covered in the 15 key performance indicators examples below. Project managers need to keep projects on time and on budget while also ensuring a high quality outcome. That’s why the 15 key performance indicators examples below focus on timeliness, budget and quality.

Demo-to-registration conversion rate

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.

Customers, in turn, benefit from faster and better service quality, improving overall satisfaction. You get different types of KPIs, including financial ratios (e.g., net profit), process metrics (e.g., % of defective products), and customer support KPIs (e.g., average first response time). Customer support KPIs help you assess overall team performance, hold agents accountable, keep everyone aligned, and improve your customer service.

Customer satisfaction score (CSAT)

How many times an agent is unable to resolve a problem and hands the customer interaction to a different agent. How many of your customers are contacting your agents to cancel their services or return their products. support kpis How well your current customer service efforts are working, measuring how profitable they are, and how effective they are. The number of issues your company is experiencing that affect your customers in real-time.

Today, customer service is no longer an auxiliary business function; it actively impacts your businesses bottom line and sets your brand apart from competitors. In fact, almost 52% of customers would be willing to pay a higher price for products or services if they could also expect a higher level of customer service. As discussed, many of the leading customer support applications account for KPIs while streamlining their users’ workflows. This saves you a lot of time in measuring your workforce’s performance and ensures that your company is tracking the most beneficial pieces of information.