Tracking metrics and KPIs
To be successful, contact centers need a robust, integrated platform that can generate essential metrics reports. In addition, when metrics change in response to a shift in the business such as a product launch, staff change, or marketing campaign, managers must interpret the data to find what’s not working.
Below are some of the key report capabilities you’ll need to evaluate the quality and efficacy of a ticketing system.
1. Total number of tickets your team handles on a daily (or hourly) basis to inform where to put your energy and how to schedule agents.
2. First contact resolution time measures how long it takes your team to resolve an issue after a customer first opens a ticket. You will compare this to internal and industry standards and past performance.
3. Aggregate ticket resolution time tracks the average across all tickets. If there’s a discrepancy between this metric and an individual agent’s average resolution time, you will want to know more about what that agent is doing differently. If this number is higher than your standard, you may have to rethink training, self-serve, and the channels you have available, etc.
4. Net promoter score asks how likely a customer is to refer your business to someone else within their own network. Because this focuses on the intentions of the customer rather than their emotions (like CSAT), you’re more likely to receive accurate answers that are less influenced by people’s current mood.
5. Direction of importance measures two things 1) how the customer feels about your business now, 2) generates predictions about future feelings. Sometimes businesses get a high NPS and still lose customers because the NPS is just about the present. To measure DOI, we ask “Is the importance of our business/product increasing, staying about the same, or decreasing?”
6. First response time simply refers to how long it takes your support staff to respond to your customer’s request. This number helps you answer questions like how many agents to schedule and at what times or how much automation can be leveraged.
7. First contact resolution (FCR) differs from the first response time in that it calculates the percentage of support issues that are resolved by the end of the first contact with a customer.
8. Individual agent performance lets you monitor how effective and regulation-compliant each agent is when responding to and resolving tickets.
9. Agent utilization tells you the ratio of time spent on tickets to time spent on other internal tasks. Aim for a higher ratio for a more effective team. If this ratio is low, it could be that agents are burdened by time-consuming tasks that could be automated, or that agents need to be trained on more efficient practices.
10. Ticket volume by channel determines where customer engagement is happening by looking at where tickets are originating from—social, email, chat, voice, or SMS. Metrics will likely vary by channel. Use them to inform decision making about the overall customer experience strategy.
11. Cost per ticket is a metric that gives you a granular understanding of how much customer engagement costs you given your current systems. It is based on the cost of the staffing, technology, and other expenses involved in resolving a ticket, broken down per minute and then multiplied by the number of minutes it takes to receive and resolve a ticket.
Want to learn more about successful ticketing systems? Read our blog here
12. Helpdesk staff engagement metrics help you build a strong, reliable team. When your workers are happy with their work, managers, and the company they work for, they’re much more likely to work harder, perform better, and be more loyal.
13. Average resolution time should be low or it could mean that your team is understaffed or undertrained. If the metric is based on average time to fully resolve tickets, including multiple times opening and closing them, you can look for patterns in particular agents, training, or your knowledge base that might be causing barriers to efficient solutions.
14. SLA success rate tracks the percentage of incidents resolved within the agreed timeframe for completing the service.
15. Complaint escalation rate tells you how well your frontline agents are handling complaints.
16. Number of support tickets generally reflects the quality of your products or services and the self-serve support of those products.
17. Number of tickets backlogged pertains to customer support requests that stay unresolved during a particular period or beyond the usual response time you set. If this number is high or suddenly changes, you will be looking for a weak link in your system.
18. Ticket volume by support channel informs you what additional training may be needed on a particular channel. Each channel is used differently, has different compliance regulations and requires different training. If tickets are all coming through on voice and none on SMS, you might improve your ticketing system by making SMS more available, since it can reduce staffing costs and improve customer experience.
19. Average time in queue alerts you to the likelihood of dissatisfied customers. Research shows that most customers are not willing to wait for more than a minute on hold.
20. After call work time tells you how long it takes to fully resolve an issue, even after the customer gets off the phone. If agents are spending more than half the length of the call wrapping up and reporting, a reexamination of your processes is in order.
21. Abandonment rate refers to customers discontinuing their contact while waiting for an agent. If the percentage is anything significant, it may be worth exploring other channels for your customer engagement strategy.
22. Self-serve views to ticket ratio tells you how many people tried to deal with their problems without an agent and gave up and filed a ticket. Looking at which self-serve options customers choose most often and which they abandon can help you improve your offerings.
The most important metrics for call-based support should assess how well support addresses customer needs. None of these customer experience KPIs should be viewed in a silo. A skilled manager will look at all of the data and understand the story told by the various metrics in combination with one another, like putting pieces of a puzzle into a coherent, recognizable picture.
LiveVox is a leading provider of enterprise cloud contact center solutions, managing more than 14+ billion interactions a year across a multichannel environment. With over 15 years of pure cloud expertise, we empower contact center leaders to drive effective engagement strategies on the consumer’s channel of choice. Our leading-edge risk mitigation and security capabilities help clients quickly adapt to a changing business environment. With new features released quarterly, LiveVox remains at the forefront of cloud contact center innovation. Supported by over 450 employees and rapidly growing, we are headquartered in San Francisco with offices in Atlanta, Denver, Bangalore, and Colombia. To learn more, schedule a demo today.