Key metrics KPIs for support and customer service team

kpi for support team

It’s vital to have a transparent process surrounding your choice of KPIs – the best KPIs function as motivators, but they can only motivate effectively when there is clarity and understanding of their purpose. People are all unique, and our performance can vary from hour to hour, never mind from day to day. Measuring that is inherently messy and difficult, which is why crafting effective KPIs for people’s performance is so challenging.

kpi for support team

If a customer needs to search for your ‘Contact us’ button even for a minute, you’ve failed your mission. Key actions like signing up or contacting support should take zero thought and effort. The other negative example is when a person is being transferred from one support department to another. Introducing KPIs into your work environment has the potential to create some challenges. For one thing, not everyone may fully understand them and how they are used. Put together some educational sessions to explain the concept and why KPIs are going to be important for your organization moving forward.

Step 1: Choose one or two measures that directly contribute to each of your objectives.

It operates in the world of emotions, moods, undertones, and spur-of-the-moment decisions. Yet, there are some ground rules you can calibrate your support performance by. Also emphasize that KPIs will not be used as enforcement tools to control people’s behavior.

kpi for support team

Once people see how your business can solve their problems in real-time, making a buying decision is much easier. Ted is a Founder and Managing Partner of ClearPoint Strategy and leads the sales and marketing teams. None of this is to say you can’t use spreadsheets to view your KPI data, but with ClearPoint, you save time and improve the information available for decision-making. So, if you need a tool to manage and track your KPIs and keep them visible for your team, then sign up for our software now at ProjectManager. So, a few best practices are that you want to make sure that the KPIs that you create for your project or your team is aligned with your project and your organization. For a KPI to be an effective project measurement, it first must be agreed on by everyone in the project and be meaningful to its intended audience, whether stakeholder or end-user.

Key metrics (KPIs) for support and customer service team

That way, you will have a clear picture of how well your retaining efforts and strategies work, and if there is a reason to adjust. In our example, we can see that October has brought a higher number of lost customers while December had quite a positive increase. The goal is, of course, to maintain net retention of 100% or more but, in practice, results can differ.

kpi for support team

Customer service is a vital element of business processes that can impact your bottom line and affect how your company is viewed in the public eye. Many support teams choose the right KPIs but don’t track them throughout the year. Instead, KPIs take the backseat with team leaders glancing at them once, if at all. The result is that teams don’t track performance, can’t keep agents accountable, and cannot improve their customer service, which affects their bottom line.

KPIs To Measure Performance (& How To Choose & Track Them)

If you identify customer service as one of the reasons for high churn, you will need to make significant changes to your support setup. You may have to hire new managers with a diverse skill-set, invest in a full-fledged help desk system, and set better long-term goals. As the name suggests, these KPIs give you deeper insights into your support team’s performance. Poor team performance can impact customer satisfaction and business goals, such as increasing customer retention and improving operation efficiency.

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