Key Performance Indicators (KPIs) are an essential tool for any call centre looking to optimize its technical support services. By relying on KPIs, we can quickly identify areas of improvement. We can also measure the performance of our support staff.
Here are 10 essential KPIs that we should use to measure the performance of our call centre technical support:
- First Contact Resolution (FCR) Rate
This is the rate at which customers’ issues are resolved in one contact with the support centre. This is an important indicator of customer satisfaction and repeat business.
To calculate the FCR rate, divide the number of customer issues resolved in one contact with the support centre by the total number of technical inquiries received.
- Average Response Time (ART)
It is the average amount of time it takes for support staff to respond to customer inquiries. This is an important indicator of customer satisfaction and quality of service. The best call center technical support teams aim to respond to customer inquiries within 30 minutes or less.
This ensures that customers receive timely and efficient service. It results in higher customer satisfaction and loyalty.
- Abandonment Rate
It is the rate at which customers hang up before their inquiry is answered. This indicates how effective your customer service reps are in dealing with customer inquiries. The lower the abandonment rate, the more satisfied customers are with the technical support.
To calculate the abandonment rate, we need to divide the number of customers who hang up before their inquiry is answered by the total number of calls received.
- Resolution Time
It is the average amount of time it takes for support staff to resolve customer issues. This is an important indicator of customer satisfaction and quality of service. If possible, we should aim to resolve customer issues within one hour or less. If the resolution times are significant, this can have a negative impact on customer satisfaction and loyalty.
- Customer Complaint Rate
The rate at which customers provide feedback about the quality of technical support is termed the customer complaint rate. We must try to keep the complaint rate as low as possible.
Moreover, the complaint rate should be monitored regularly to identify any areas of improvement. If needed, corrective action should be taken to address the issues highlighted in customer feedback.
- Average Call Duration
It is the total length of time customers spend on the phone with support staff. Having a short average call duration is preferable. A longer call duration can result in customers becoming impatient. This can have a negative impact on customer experience and satisfaction.
We should not try to rush through calls. This is because it can lead to customer issues not being resolved. Thus, a balance between the call duration and customer satisfaction must be maintained. This can be achieved by hiring experienced support staff who are knowledgeable and can resolve customer issues quickly.
- Net Promoter Score (NPS)
The NPS is a metric used to measure customer loyalty and satisfaction. To calculate it, customers are asked to rate their likelihood of recommending a product or service offered by the business. The higher the NPS, the more satisfied customers are with the technical support.
Call center services should focus on increasing its NPS by providing timely and efficient support. They also need to ensure that customers’ issues are resolved quickly and satisfactorily.
- Repeat Contact Rate
The rate at which customers contact the support centre more than once for the same issue is termed the repeat contact rate. This indicates how effective our support staff is in resolving customer inquiries. The lower the repeat contact rate, the more satisfied customers are with the technical support.
- Agent Utilisation Rate
The agent utilisation rate measures the number of calls handled by call centre agents in a given period. It is an important indicator of staff productivity and efficiency. The higher the utilisation rate, the more calls your agents can handle in each period. This results in more customers being serviced in lesser time.
- First Contact Resolution (FCR)
Finally, the FCR is a metric used to measure customer satisfaction. It is the rate at which customer inquiries are resolved in one contact with the support centre. The higher the FCR, the more satisfied customers are with the support services. It also helps reduce business costs. This is because fewer resources are used in resolving customer queries.
These were the 10 essential KPIs to optimize call centre technical support. Using these KPIs, we can measure the performance and effectiveness of our customer service teams. It can help us identify areas of improvement. It can also ensure that customers are receiving the best service possible. With the right KPIs in place, we can provide our customers with an outstanding customer experience.