The Support Team Performance has a huge say in the quality of the customer service doled out to the customers. Partnering with a reliable third party like Bobcares ensures team performance metrics are in place. The Support Team Performance Metrics help keep track of the support team’s performance and make changes wherever necessary. The secret to improving customer service lies in utilizing the key performance indicators.

Quick Responses

A primary pillar of excellent customer service is that end-user agents offer quick responses to customers. With time being an essential commodity, nobody likes waiting around for a long time for a response from customer services.

The first contact resolution statistic measures how quickly an end-user support firm handles customer concerns during the initial point of contact. Support Team Performance Metrics that measure the quick resolutions by the outsourced support team play an important role in measuring the quality of support offered.

Number of responses per ticket

The number of responses per ticket is a critical metric used by outsourced support teams. A large number of responses per ticket indicates that the customer’s problem is either not being addressed effectively or that they are submitting multiple queries in a single ticket.

In essence, the number of responses per ticket could be attributable to a shortage of staff or inadequate ticket management. This metric value assists businesses in taking the required steps to reduce the number of responses per ticket.

Resolution time on average

The resolution time KPI represents the amount of time it takes the support team to handle an issue. Reliable assistance companies, such as Bobcares, respond to alarms within fifteen minutes. If the average resolution time is too high, it is time to find the reasons behind the delay in finding resolutions for the customer.

In some cases, it may be due to insufficient knowledge bases. Once the root cause is identified, it is easier to lower the average resolution time value.

Tickets resolved per tech

The number of tickets handles by each tech is another key element in measuring the performance of the outsourced support team. If the number is less than satisfactory, it is time to introduce changes in the system in order to improve the customer service experience.

Overall, these Support Team Performance Metrics assess the performance of outsourced support teams. With effective management, these KPIs can be leveraged to provide organizations with a competitive advantage.