Although customer support outsourcing offers a lot of advantages, it depends on the support team’s performance. Bringing in reliable third parties like Bobcares ensures that the end-user team’s support is on point. Additionally, it strengthens customer relationships. Using key performance indicators to KPIs to measure the outsourced support team performance helps businesses.

Support responses per ticket

The support responses per ticket give a clear idea about how well the support team is performing. A higher volume of responses per ticket suggests that the customer’s problem is either not appropriately addressed or that they are submitting many questions in a single ticket.

In fact, the number of responses per ticket may either be due to a lack of enough staff or poor handling of tickets. This metric value helps businesses take the necessary action to reduce the responses per ticket.

Quick resolution

A successful customer issue resolution involves a fast response without making the customer repeat themselves. Repeating the issue multiple times to the support team can be a frustrating experience for the customer.

Furthermore, it also discourages the customer to take their business elsewhere. The first contact resolution metric displays how fast an end-user support company resolves customer issues within the first point of contact itself.

Average resolution time

The average resolution time metric denotes the time taken by the support team to resolve an issue. The longer the resolution time, the more dissatisfied the customer becomes. Reliable support providers like Bobcares offer fifteen-minute responses to alerts.

Businesses with a skillful team by their side are bound to resolve customer issues in a short time period, bringing down the average resolution time.

Number of tickets resolved per tech

A slow technician or support team can significantly impact the success of a support team. Hence tracking the number of tickets resolved per technician helps track the performance of the team members. If the number is less than satisfactory, the necessary steps can help bring this number up and improve the customer service experience tremendously.

On the whole, these KPI metrics measure outsourced support team performance. With proper management, these metrics can be used to give businesses an edge over their competitors.