10 Essential Team KPIs for Any Project

7 Team KPIs That Matter The Most: Measure And Track Team Performance

kpi for support team

But then not all issues are the same, and some are resolved quicker than others. Key performance indicators, or KPIs, allow organizations to quantify the various aspects of operations and establish metrics through which a unit’s performance is measured. These are relevant in any workflow and particularly useful for critical areas like sales, marketing, and customer support. These identifiers help improve operations and apply adjustments, especially at a time when businesses are faced with COVID-19. Reducing customer churn is a crucial aspect of business success that requires constant customer engagement to understand and address customers’ issues with your brand and product. It goes without saying that the onus of doing that lies with the customer support team.

Whether you’re tracking the performance of human or AI-powered virtual agents, you need to look at the same key metrics. This is a new way of measuring the impact of an automated customer service technology platform. Virtual agents are performing human work and need to be measured in the same way. It’s more important than ever for customer service teams to understand how you are performing against your customers’ expectations.

KPI For Support Team

To decrease resolution time and first response rate, companies can simply hire more agents. 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. You must also consider costs for human agent desk platforms, overhead costs, paid time off, sick days and more. The most straightforward KPI for customer service teams is tallying the total number of customers submitting support tickets. In addition to tracking the top-line figure, you’ll want to analyze to identify how volume fluctuates based on times of day, day of the week, or based on seasons. The goal is to keep the churn rate minimal, but it happens in every company so you don’t need to panic immediately.


Although it is interesting to look at the number of cases handled, whether the user was happy with the interaction or not, and such, the most important aspect for us is that the customer stays. This allows the team to exercise more judgment on which cases to spend their energy. As they are empowered to make decisions that are beneficial long-term, we get an even greater benefit from hiring brilliant people. Also, repeat purchasers are more likely to spend more or purchase an upgrade. “You may think you’re maintaining a solid first response time and resolution time, but these metrics don’t mean much if your customers still aren’t satisfied enough to stick with your business.

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Tracking this metric on a weekly basis and for the different communication channels will help you stay on top of any issues or anomalies as soon as they occur. If you are able to solve them quickly and in a satisfying manner, it is a sign of good service. In fact, the company had limited information on the software assets and the number and type of assets the organization actually needed. This, again, put the organization at the risk of over-licensing, under-licensing, and compliance penalties.

kpi for support team

This metric is tied to a business’s revenue goals since it helps get insights about revenue potential and planning for the longevity of a business. For instance, company ABC may set a goal under the learning and growth aspect to provide soft skills training to its employees within a budget of 6 million. Here, the Human Resources Manager and his/her team would be chief custodians of achieving this target. Hence, to align with this goal, they could have a KPI to conduct six soft skills training workshops per quarter (24 workshops per year) while maintaining their expenses under the set budget. Product improvement is the process of making meaningful product changes that result in new customers or increased benefits for existing customers. We set numbers as a necessary bar to ensure quality, but acknowledge the importance of what can’t be measured, knowing that a more accurate, more human measurement of performance relies on both.

Leveraging Customer Support Software KPIs

For customers, it takes just one click to choose one of the three options — poor, average, or great. Customer satisfaction will be measured from 0 to 100% based on these rates, and you will get a full overview of customer perception and clients’ thoughts about your service. Additionally, psychometric testing and analyst scorecards are two underutilized tools that can have a significant positive impact on analyst engagement in the workplace.

kpi for support team

Agents could organically offer an upgrade as a solution to the user’s issue — that’s your upsell right there. The main rule of a successful sale is to always think about the customers, not the business. You should genuinely try to help and resolve the issue with your product or service. Think about how the user will benefit from upgrading their subscription or buying additional stuff. That’s why the first response time is one of the most important KPIs for customer service. Keep an eye on how long people have to wait on hold before someone greets them.

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Jay Lee of uAcademy agrees, “End-user satisfaction strongly correlates with the resolution rate, and a study by SQM Group found that each exchange in a ticket resolution process drops the user satisfaction by 15%. Everyone knows that no ticket should be unresolved, but it’s easy to forget that a TIMELY response is essential for user satisfaction. The KPIs or objectives that track and measure supervisory skills are designed to ensure that the supervisor develops the skills required to lead and manage a team professionally and effectively. A well-supervised company results in employee satisfaction and engagement. The NPS customer service metric is widely used as a tool to gauge the loyalty of a company’s customer relationships.

  • It is a compass for measures to improve customer service that, in the end, should have no impact on the customer’s perceived value in dealing with their contact.
  • The scenario depicted in this graph may mean that the IT service desk team is compromising on service quality to reduce the cost per ticket, which often results in lower customer satisfaction levels.
  • For instance, companies may define their development strategies under the perspectives of finance, internal business processes, learning and growth, and customer.
  • They must be realistic and cost-effective, and align with the culture of the organization and the constraints of the project.

It would make sense to compare your results over time to see if you generate positive or negative growth. That way, you will have a deeper understanding of your customers’ fluctuations and, in that case, you can easily brainstorm ideas to increase the net retention rate. Technical and Product Support (Customer) KPIs are designed to measure the efficiency of customer service representatives in resolving technical or product-related issues and improving customer satisfaction levels. By attentively monitoring these KPIs, you can analyze your current customer service operations and easily identify which changes need to be made in order to optimize team performance. With an all-encompassing view of the key figures that shape success, businesses can provide customers with exceptional satisfaction at any given time.

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To ensure the whole team is on the same page—and because many measures and goals are interconnected—it’s crucial to report these findings to all relevant parties. Many organizations try to use spreadsheets to track KPIs, a method that often comes with issues like version control conflicts and calculation errors. A better (and simpler) alternative is to use performance management software, like ClearPoint, to create customizable KPI dashboards to report to different audiences.

  • In addition to tracking the top-line figure, you’ll want to analyze to identify how volume fluctuates based on times of day, day of the week, or based on seasons.
  • Today’s customers prefer getting quality, personalized, and seamless customer service, even if they have to wait for a bit.
  • It is usually measured by dividing the number of customers doing repeated business/purchases by the total number of customers.
  • In our example, we can see that January brought a higher churn rate, which could mean that clients have canceled their yearly contracts and it affected the company.
  • Finding out the percentage of customer support costs of your total revenue is one of the most important customer service key performance indicators (KPI).

Abandoned call rates are a major part of how to measure customer service satisfaction. When customers have to wait for a long time to get in touch with the agent, it becomes frustrating for them. When the average resolution time is low, the customer satisfaction level is high. When the resolution time is higher it indicates FCR that reduces the number of customer interactions to get the problem resolved.

While this might sound very basic, you need to have the right systems in place to actually measure the business-critical KPIs before you can look to improve them. If you use multiple engagement platforms, make sure all of the data is analyzed together to provide a true picture of how your support engine is performing. Getting back to your customers quickly is one thing, but how long it takes for you to actually resolve an issue is even more important.

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Obvious fact – the more questions and complaints are solved by a customer service representative, the better for your business. The FCR performance indicator gives you insights on how good your agents are at understanding and addressing a problem without needing multiple interactions. The Ascent Group shows that 60% of companies that measure FCR for 1+ year report a 1 to 30% improvement in their performance.

kpi for support team

This means prioritizing employee retention for onboarding is the industry standard, and improving it, along with employee engagement, will likely earn your company dividends. The same rationale of applying KPIs follows for other company departments and activities. If you’re offering support across channels and using different tools for managing conversations on different channels, then your agents are spending too much time juggling between tools than you think they are. Investing in these agent productivity boosters will help ensure that KPIs like resolution SLA, and first response resolution see a positive uptick. In that way, teams can continue things that move the KPI closer to the desired state and avoid the ones that move them further away from the desired state. After all, the real power of KPIs, the ones that matter, is their ability to provide insight that informs a team’s strategy and moves them toward success.

kpi for support team

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