What is Support Center Metrics?
Metric in customer support world is used to measure Performance &
Efficiency. Metrics help us to measure the People, Process & technology
related to performance. It helps to determine whether they are meeting their
Goals, whether they need any improvement or what could be improved.
Metric is used to measure support center performance against a baseline
and industry benchmark and helps to quantify the value that supports center
bring to the business
With the help of implementation of Metrics, organization can benefit from
the below:
- Measuring Customer Support Department performance v/s Threshold Goals
- Tracking Team Performance & Individual Performance
- Determining the Gross Staffing required to meet the SLA
- Tracking the ongoing Operating Level Agreement of Support Team
- Tracking the performance of the Service Level Agreement
1)
Performance Indicator (PI) is a
measure of performance. Most of the
metrics generated and used by the support center are PI’s. Metrics that are
produced in real-time (eg daily reports) are typically PI metrics which are
leading indicators example 1) Average handle time 2) Average Wait time on chat
3) Resolution Time 4) First Contact Resolution
2)
Key Performance Indicators (KPI’s) are
measure of progress towards achieving one’s goal and objectives. KPI’s are specific goals of the Department
i.e key Operational Goal However, not all PI’s are KPI’s The Department needs to understand what KPI’s
are and then develop it’s KPI based on specific goals. KPI’s can be either leading or lagging
indicators and this are basically Operating Level Goal of the Organization
3)
Key results indicators (KRI’s) are
goals and objectives of the organization, such as service level agreement (SLA)
performance, stock price, cost of support and customer satisfaction KRI are
lagging indicators.
Below listed is some
common Support Metrics which are adopted by many Customer Support Department.
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