170 Key Performance Indicator KPI Examples & Templates

In addition to specialized help desk software, many small businesses turn to form and survey builders like SurveyMonkey or Typeform to collect customer feedback instead of integrating a full help desk solution. If, for example, you’d like to improve your customer service by diminishing the time of the call, you must review everything that goes into that to make it come to reality. With so many customer service KPIs available, you’ll have to choose which ones you’ll keep track of for your customer support.

Transfer rate is the percentage of tickets that agents transfer to another team member or department. A high transfer rate could indicate that employees support kpis or customers are reaching the wrong first-touch agent. Customer service and support are multifaceted and multidisciplinary functions.

Don’t just measure. Measure what matters.

These two metrics should run parallel in a healthy support team, ensuring that you’re resolving customer queries efficiently. A disconnect between your tickets opened and tickets completed may indicate a need for better training of support reps, increased headcount, or the introduction of automation to help reduce the strain on your team. Reducing your first response time ensures your customers feel acknowledged in their hour of need. It humanizes the first interaction, conveying that they’re more than just another ticket to be resolved. It’s also a great way to set expectations with customers, letting them know when they will hear from a customer rep or proactively flagging any service delays.

Measuring employee satisfaction with their job, processes and team can alert you to any issues or attrition risks, and as a result retain your agents (and keep recruiting, training and onboarding costs at bay). Take frequent employee surveys, have 1-on-1 check-ins and encourage open communication to understand your employee satisfaction. KPI stands for key performance indicator, a quantifiable measure of performance over time for a specific objective. KPIs provide targets for teams to shoot for, milestones to gauge progress, and insights that help people across the organization make better decisions.

#6 Customer satisfaction score (CSAT)

So be sure to constantly track and check in on your KPIs throughout the year to help you stay on track. While there are several ways to do this, most companies will typically measure and track KPIs through reporting tools and business analytics software. Unlike CES and CSAT, NPS measures a customer’s overall perception of a brand or company. Your NPS score is a good indicator of overall customer loyalty toward your brand. Conversations handled by a rep are simply the number of conversations or interactions each support agent handles within a specified time frame, usually a day. For example, if Jim was assigned 100 requests in a month and resolved 60, his resolution rate would be 60%.

• Agents don’t need to spend time searching for information and can see who’s handling a customer support request at any given time.
• If you use helpdesk software, you can also likely add pre-written responses agents can use for each channel.
• Measuring and monitoring these KPIs give you valuable insights into the health of your business.
• By tracking your revenue backlog, you’ll be able to see if revenue is going to drop before it actually does.
• With so much data, it can be tempting to measure everything—or at least things that are easiest to measure.

Tracking this metric provides a good gauge of agent workload so you can identify overworked agents that may need backup. For instance, you can redirect or reassign tickets of overloaded agents to others with more capacity. Reaction time is the time it takes an agent to take any action on a new message, whether tagging, reassigning, escalating, or responding to it.

Tickets handled per hour is a help desk metric that shows how many tickets an agent opens and interacts with over an hour. Calculate it by adding together the number of tickets an agent handles in an hour. You can easily assign ownership over an email, so everyone knows who’s responsible for handling a support ticket.