Outsourcing offers a large set of benefits to businesses in different industries. However, it comes with its own set of challenges. For instance, monitoring the performance of the outsourced support team can be a bit of a challenge.

Fortunately, you will be able to do this by the time you are done reading this article.

Outsourcing companies like Bobcares have been in the game for decades. This is why they have a set of key performance indicators. These metrics measure different aspects of the outsourcing process.

Additionally, the values of these metrics can be used to tweak the outsourcing process for a better result.

Let’s take a look at some of the commonly used key performance metrics:

Resolution Time

The resolution time indicates the time taken by an end-user agent to resolve a particular ticket. Top-performing outsourcing companies like Bobcares use this metric to evaluate the support team’s progress.

Furthermore, a skilled quality analyst can find the reason behind a high resolution team value.

Support responses per ticket

The number of support responses per ticket is another indication of the performance of the support team. If the number is too high, it indicates that the customers’ issues are not getting resolved promptly.

In some scenarios, the high value may be due to multiple queries in a single ticket as well.

According to industry experts, reviewing the number of support responses per ticket helps identify whether it is time to take corrective actions yet or not.

Number of resolved tickets

A good support team will be able to resolve tickets as fast as possible. This value relies on the speed of tickets resolved by each agent on the support team as well. In other words, the number of tickets resolved by each team member indicates whether the support team is on track when it comes to resolving customer issues.

If you want a high performing outsourced partner who has the resources to evaluate the support team’s progress, it is time to bring in professionals like Bobcares.