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\nManaging a successful customer support helpdesk isn\u2019t an easy task. But when helpdesk managers set the right Key Performance Indicators (KPI\u2019s) for their agents, they can transform results for their customer support service.<\/strong><\/p>\n Since customers and clients have high expectations for fast and effective service provision, it\u2019s something every helpdesk manager should be considering.<\/p>\n Reports show that almost 80% of customers expect helpdesk agents to know their personal and buying histories. If those expectations aren\u2019t met, managers become accountable for the potential risk of customer attrition. But with the right KPI\u2019s in place, helpdesk managers can keep improving performance standards while ensuring customer retention remains high<\/a>.<\/p>\n What Are Customer Support Helpdesk KPI\u2019s? <\/strong><\/p>\n KPI\u2019s are specific measurements used in professional settings to set targets and goals to work towards. They enable Helpdesk managers to track the success of campaigns, sales, teams, or operations by measuring a specific set of data. It\u2019s worth noting that KPI\u2019s differ from metrics in that they\u2019re designed to allow for setting goals for either individuals or groups to work towards. And, ultimately, to be accountable for.<\/p>\n There are many other ways that setting helpdesk KPI\u2019s are effective for managers:<\/p>\n Help desk KPIs should include all areas of customer service and include specific communication channels such as phone, Live Chat, SMS, or email. So, by choosing a dynamic mix of KPIs, managers will find it easier to track, measure, and improve on current performance to help their teams deliver exceptional results.<\/p>\n Delivering exceptional results involves using a reliable help desk software program. <\/span>Help desk software for small businesses<\/span><\/a> and big companies or corporations has robust features which help attain relevant customer service KPIs.<\/span>\u00a0\u00a0<\/span><\/p>\n This tool can be customized or configured to speed up response times through clear assignment and automation rules. It also helps improve service level agreements by setting reminder notifications, prioritizing customer issues, and observing ticket activities in real-time with collision detection.<\/span>\u00a0<\/span><\/p>\n Businesses can choose the best help desk software to keep track of customer support and business metrics and provide excellent customer services to boost brand loyalty, reduce churn rate, and improve sales.<\/span>\u00a0 <\/span><\/p>\n 10 Helpdesk KPIs Needed to Maximise Customer Support<\/strong><\/p>\n So, which KPI\u2019s do managers need to know to get the best out of their customer support teams?<\/p>\n 1. First Response Time<\/strong><\/p>\n First response time (FRT) measures how long it takes agents or support staff to respond to queries. By tracking the speed, or the average time for a first response, managers can review all factors that may influence the quality of performance. This, in turn, will make it easier for them to make necessary alterations and improvements.<\/p>\n Plus, when they know what customers are expecting, managers can make better judgements on what to change. For example, nearly 40% of customers<\/a> expect a response on social media on the same day. And this can be useful to know when setting KPIs.<\/p>\n \u00a0<\/strong>2. First Contact Resolution<\/strong><\/p>\n FCR (First Contact Resolution) measures the percentage of tickets a support team resolves at the initial point of contact.<\/p>\n When over 95% of customers<\/a> say they\u2019ll be loyal to a brand that gets their customer service right, most managers will want to ensure they\u2019re better than the rest. So having a helpdesk team that resolves customer queries the first time, or at least in the shortest space of time, is a must.<\/p>\n Customers are looking for an experience that\u2019s as painless as possible. So, when agents working across all communications have higher FCR rates, it\u2019s more likely a company will experience higher customer satisfaction rates.<\/p>\n 3. Average Resolution Time<\/strong><\/p>\n It\u2019s obvious that the sooner you deal with a customer\u2019s issue, the happier they\u2019ll be. And happy customers are loyal customers. Research found that over 80% of consumers<\/a> believe the timely resolution of their issues is the most important factor for receiving exceptional customer service experiences.<\/p>\n Plus, satisfaction rates can drop when end-users feel their issues haven\u2019t been resolved. So, it\u2019s important to get this right.<\/p>\n 4. Ticket Volume<\/strong><\/p>\n As a basic rule, help desk managers must oversee the volume of tickets their teams get through. Running ticket creation reports is easy to do in your help desk software<\/a>, and should show the ticket volume your support team is handling at any one given time. With a strong grip on the volume of tickets each team member takes on every day, week or month, it\u2019s easier for planning and forecasting.<\/p>\n A substrate of reviewing ticket volume is tracking tickets across communication channels. This helps to optimise the performance of a support team. It also enables managers to review the quality across each platform and consider where staff are best deployed.<\/p>\n Helpdesk software enables managers to add category tags to tickets. And this enables better highlighting of problems within specific topic areas.<\/p>\n 5. CSAT (Customer Satisfaction Score) <\/strong><\/p>\n While tracking the numbers is important, it\u2019s the happiness of customers that counts. When almost\u00a070% of customers<\/a> say the rep or agent they speak to is the primary driver for a positive experience, managers should use CSAT scores to help assess the performance of help desk agents.<\/p>\n By deploying CSAT surveys to customers following a ticket resolution, managers gain insights into the performance of agents in each interaction. This makes it critical to continue asking customers for feedback.<\/p>\n 6. Net Promoter Score<\/strong><\/p>\n A Net Promoter Score is a powerful and very valuable KPI. When customers have positive experiences, businesses grow. Those who have good experiences with brands tend to also recommend them to their networks.<\/p>\n Research by Nielsen highlighted that over 90% of people trust recommendations from friends and family over sales or marketing tactics. This is a strong reason for including a Net Promoter Score.<\/p>\n A Net Promoter Score will also tell managers how many customers would recommend you, how many would not and then anyone sitting on the fence. This will help preserve brand reputation and better meet the expectations of customers.<\/p>\n\n
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