In this article we will identify the main customer service KPIs, which will help measure the performance of our company in that area and which, once defined, we should extract on a recurring basis to observe their evolution and set tangible improvement objectives.
What are customer service KPIs?
Customer service KPIs are airports & parking website design and development service indicators that allow us to measure the performance and quality of the service we provide to our customers. With the help of this data, we can not only identify whether our customers’ experience is positive, but also whether our agents’ performance is adequate.
These customer service metrics can be applied to all of our support channels and will help us both in evaluating their performance and in making decisions, allowing us to detect possible improvements in our telephone support strategy.
Types of customer service KPIs
Depending on the aspect professional call translation in real time we want to measure with customer service indicators or KPIs, we can distinguish:
KPIs related to our customer service
Offering the highest quality in aero leads our customer service will only be possible if we have a good strategy and tools to control it. Controlling the customer service department will be the main objective, since it is our agents who must provide an excellent customer experience.
Nowadays, a large part of users consider quality customer service as a competitive advantage for a company, so it is important to have the tools that allow us to continuously analyze performance in this area.
Customer service KPIs are indicators that measure the efficiency and effectiveness of our customer service department , showing whether we are optimally managing all the communications we receive. This data will help us improve interactions with customers and make decisions in some company processes. To this end, the KPIs we must measure are the following:
Average Waiting Time or Average Response Time (ART)
This is the average time from when the customer initiates communication until they receive a response from the agent. Ideally, this customer service KPI should be as low as possible, as it would reflect greater immediacy in our responses, which in turn translates into a better customer experience.
It is important to independently analyze each of our communication channels, since generally the client who contacts us by phone, chat or video call will not be willing to wait the same amount of time.
Average Communication Time (ACT)
It is the average time that a customer needs to resolve their incident or query, from the moment they start communicating until they finally finish speaking with the agent.
This time, in addition to the conversation itself, also includes both the initial messages and the waiting time mentioned in the previous point. It is essential to be able to measure it in order to know the resolution times for each type of call.
Repetition Rate (TR)
This KPI determines the percentage of customers who have had to contact us on more than one occasion. Depending on the type of call, we will look for lower repetition rates, since, for example, a TR close to zero in our incident support reflects that the incidents are being resolved on the first call.
Omnichannel
The level of accessibility of our support channels will determine the excellence of our customer service.
It is important to diversify our customer service channels to provide the customer with the means of contact that best suits them in each case. Generally, the channel chosen is usually different depending on whether it is a simple or more complex query. Allowing the user to choose whether to make their query by phone, video call or chat will surely improve their experience and therefore, satisfaction.
