What are the most common “vital few” key performance indicators (KPIs) that I should use for my technical support center?
Question
What are the most common “vital few” key performance indicators (KPIs) that I should use for my technical support center?
Answer
Technical support centers need accurate metrics and KPIs to consistently measure the performance of their department and each employee. The data from these metrics must be accurate, timely and actionable so that they can be used to identify issues and improve the performance of the department on an ongoing basis. DMG recommends that companies measure a small number of KPIs that address customer experience, productivity, quality, and cost. The KPIs to start with are:
- Transaction volumes (calls, emails, IM/chats, collaboration sessions, etc.)
- Basic call detail report – average talk time (ATT), average wait time (AWT), average hold time (AHT), abandonment rates, transfers, holds
- First contact resolution (FCR) rate
- Number of cases opened and closed
- Aging report
- Escalations
- Dispatch requests
- Customer satisfaction scores
- Quality assurance scores
- Training by employee
- Call trends
- Average cost per call and for each type of inquiry
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