13 Most Important Help Desk KPIs to Track and Measure Help Desk Performance

Meeting modern customer expectations is getting harder to do; people expect quick, convenient high-quality resolutions on their terms. Twenty-three percent have reported that customer service has grown slightly or significantly worse. Employee Turnover Rate is the percentage of employees who leave a company within a certain amount of time.

Manually assigning tickets can take up a lot of time and effort, and asking agents to take up tickets can lead to cherry-picking. So you need to opt for an efficient alternative system such as automatic ticket assignment. Key performance indicators significantly contribute to driving a business to achieve its goals. In today’s competitive and complex business environment, it is becoming increasingly important to have defined business goals and a clear plan of action on how to achieve them. As such, KPIs can be your guiding light to determine the direction of your journey and your progress.

Track all your Support KPIs in one place

For example, if Jim was assigned 100 requests in a month and resolved 60, his resolution rate would be 60%. The agent can access all customer information from the console to get the context he/she needs for the interaction. On the side of customers, they can get access to a mobile-friendly knowledge base to get their questions answered.

In our example, we can see that January brought a higher churn rate, which could mean that clients have canceled their yearly contracts and it affected the company. Finding out the percentage of customer support costs of your total revenue is one of the most important customer service key performance indicators (KPI). When you compare the support costs in terms of your revenue it helps you to evaluate how much your service efforts represent compared to your total revenue. CSAT or customer satisfaction score otherwise known as happy customer key performance indicator (KPI) helps to evaluate the client’s service satisfaction with your business, products, or services. Measuring customer service satisfaction helps to gain insights they think about you. The key to effectively measuring customer service performance is not to measure all industry-recognized metrics.

Time to resolution

A general positive brand image and high satisfaction score will directly increase your customer retention graph. In business, a key performance indicator is a measurable value that determines how effectively a company is achieving its key objectives. KPIs are used at different levels to gauge the success of an organization in hitting its targets. For example, consider a business metric like customer churn rate, which measures how many customers you have lost over a period of time.

In other words, a customer need not contact you again since the issue was resolved in the first instance. Note that FCCR has a direct correlation to true customer satisfaction and can give your customer support a fresh approach and that much-needed boost, so you need to know how effective you are in this area. This pertains to customer support requests that stay unresolved during a particular period or beyond the usual response time you set. This is crucial – studies revealed that customers don’t mind waiting as long as their issues are resolved. You have to maintain a healthy balance between fast response and fast resolution.

How to Use KPIs

Following on the same line as the previous example, the average resolution time tracks the minutes it takes your agents to solve an issue. In this case, it is divided by standard and special requests and tracked on a weekly basis. It is a valuable practice to monitor these two separately as standard requests usually take less time to be resolved than special ones. This is due to the fact that businesses usually have processes in place for common customer issues. The graph also includes trend lines for both types of requests so you can easily understand when a value is higher than it is supposed to be and can dig deeper into the reasons.

Finally, it’s necessary to continually review your KPIs and their performance on a monthly, quarterly, or other predefined reporting frequency. Regular monitoring makes it easy to see the time frame in which something may have underperformed or overperformed, as well as what may have happened within this period to cause the change. ‍If you’ve found yourself asking that very same question, you’re not alone. It’s not unusual for companies to stray off course as a result of using the wrong measures.

Increase customer retention

Investing in an omnichannel customer service software that streamlines conversations from different channels into a single view helps ensure that agents can offer seamless support across channels with ease. Agents will also be empowered to deliver context-rich solutions that can improve customer satisfaction and business performance KPIs. Automating these workflows can free agents from these repetitive tasks and also positively impact KPIs such as average handle time, and the number of tickets resolved. A good help desk software will allow you to set up flexible automation rules with various triggers including keywords, time, and events or activities performed on a ticket.

• He has been cooperating with the FinancesOnline team for 5 years now, and his publications always focus on practical aspects of productivity tools that can have an actual, transformative impact on a company.
• These identifiers are flexible enough to encapsulate many of the major areas of a department like customer support.
• Your KPIs should be linked to organizational goals so that you know that the company is on the right track.
• Nothing makes customers happier than finding the right solution in the very first customer support interaction.
• Here, the Human Resources Manager and his/her team would be chief custodians of achieving this target.

If you don’t measure any KPIs and metrics in your company, you can never say how your business performs. Monitoring just the revenue won’t give you the right insights to keep growing either. A Key Performance Indicator (KPI) is a measurable value that demonstrates how effectively a company is achieving its key business objectives.

Case study: Fall intake leadsto ticket spike at auniversity

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