Common KPIs for Customer Support
#1 - First Contact Resolution Rate
This metric measures the percentage of customer requests and complaints that are resolved during, or after, their first contact with the customer service department.
#2 - CSR Quality Ratings
This customer service KPI tracks the competence of the representatives in terms of their ability to provide the right solution to the customer’s request and their customer relation skills.
#3 - Overdue Service Requests
This is a measure of the number of customer requests that are not completed within the maximum time specified for completing a particular service request.
#4 - Average Wait Time
For phone and online chat support, this metric is calculated as the average of the waiting time till a representative is available to take a call. For email support, the average wait time is the average time gap between the receipt of the customer’s mail by the system and the representative actually reading the mail.
#5 - Customer Satisfaction
This KPI calculates the percentage of satisfied customers from the total number of customer requests received.
#6 - Issues Resolved
It measures the percentage of requests that were successfully resolved out of the total requests received.
#7 - Service Representative Occupancy Time
This KPI is used to monitor the total time that a customer service representative spends on mailing, chatting or attending calls. Alternatively, average customer service representative idle time can also be used to gauge their occupancy.
#8 - Same Day Resolution
The percentage of customer requests that are fully resolved on the same working day.
#9 - Complaint Escalation Rate
This counts the number of customer requests that could not be successfully addressed by the customer service representatives, and were thus escalated to higher levels by the customer.
#10 - Average Request Processing Time
This is the average processing time for completely resolving the customer's issue from the time of receiving the request.