Customer support isn’t just answering questions; it’s about creating experiences that build trust and loyalty. Other than that, it’s about being available for customers to solve their tickets and queries immediately.
To make sure you’re providing the best support possible, tracking the right Key Performance Indicators (KPIs) is essential. These metrics help agents measure performance, identify areas for improvement, and ultimately deliver exceptional service.
Here are 5 key KPIs every customer support agent should track:
1. First Response Time (FRT) for Enhanced Customer Support
What it is: The time it takes for you to respond to a customer’s initial request.
Why it matters: Customers don’t like waiting. A quick first response shows attentiveness. In industries like e-commerce or SaaS, even a few minutes can make the difference between a satisfied and frustrated customer.
Solevato acknowledges customers instantly, even if a detailed response takes more time.
2. Average Resolution Time (ART)
What it is: The average amount of time it takes to completely resolve a customer’s issue.
Why it matters: Fast resolutions mean happier customers. If resolution times are longer than they should, it may indicate a need for better training, clearer processes, or more resources.
Pro tip: Track recurring issues to build a knowledge base that helps resolve problems faster.
3. Customer Satisfaction (CSAT) Score
What it is: A direct measure of how satisfied customers are with the support they received, often gathered through short post-interaction surveys.
Why it matters: This KPI gives you real feedback from your customers. It helps highlight what you’re doing well and where you need to improve.
4. Ticket Volume / Handling Capacity indicates the level of customer support
What it is: The number of support tickets or conversations you manage over a given time.
Why it matters: Tracking volume helps balance workloads, prevent burnout, and identify peak times when the team might need extra help.
5. First Contact Resolution (FCR) Rate
What it is: The percentage of issues resolved in a single interaction, without follow-ups or escalations.
Why it matters: A high FCR rate means efficiency. Customers don’t want to keep explaining their issue repeatedly, they want quick and complete solutions.
Here is an example on the metrics and reports that Solevato can track
Conclusion
Tracking these KPIs is about empowering customer support agents to deliver the best possible experience. By focusing on speed, efficiency, satisfaction, workload, and resolution quality, agents can improve their performance and ensure that customers stay happy and loyal.
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