If you want to build customer loyalty, your support team needs to be efficient and effective. This requires measuring customer service metrics to monitor performance and improve your team’s processes and practices.
First Response Time (FRT)
FRT is a measure of how quickly your agents respond to new tickets or inquiries. This metric lets you see how quickly your customer service team is solving tickets and provides insight into the quality of your agents’ work.
Customers don’t like to wait long for a response to their questions, so finding ways to resolve them fast is vital for providing excellent service. A low FRT is an indication that your agents are able to quickly address a customer’s issue without wasting their or your time, and it also indicates that you have the right amount of representatives to handle the volume.
Agent Activity Report and Smart Rules Report
The number of tickets and support queries your agents are handling is one of the most important customer service metrics. It helps you understand the capacity of your team and determine how you can increase agent performance by reducing backlogs or distributing the workload between agents.
Average Resolution Time (ARRT)
A high ARRT is an indicator that your team is working incredibly hard to solve customer issues, which in turn means that you have a strong and efficient customer service team. This metric tells you how quickly your agents are resolving problems and allows you to focus on the areas that need attention most.
Resolving a customer’s problem is often the only way to keep them happy and loyal. So if your agents are taking a very long time to respond to customer issues, they could be putting your brand at risk.
Next Issue Avoidance / Case Closing Rate
The percentage of cases that are resolved the first time a customer contacts your support team is one of the most critical and valuable customer service metrics you can track. It shows you how efficiently your team is resolving customer issues, and it can help you decide whether or not to hire additional employees or train your current ones.
Internal Quality Score (IQS)
IQS is another very important metric that measures the quality of your customer conversations from your perspective. It takes the best of CSAT and NPS, but also combines feedback from your managers and peers to create an aggregate quality score that shows how well you are addressing all of your customer interactions.
This is a crucial metric to track, because it will show you how much of your agents’ time is spent on resolving issues and give you an indication of how long they spend on other aspects of the customer journey. It also gives you a sense of how quickly your agents are resolving issues and whether or not they are focusing on the right things.
Having these key metrics in place will enable you to identify areas for improvement and ensure your support team is delivering the best possible service. They will also help you identify and fix any potential kinks in your support process so that your agents can quickly resolve customers’ issues.