KPIs are measurable indicators that show the performance of your customer service. Common KPIs include First Response Time, CSAT, NPS, resolution rate, and average handling time.
KPI stands for Key Performance Indicator: a measurable value that shows how well you are performing in a specific area. In customer service, KPIs are used to monitor and improve the quality, speed, and efficiency of your team.
The most important customer service KPIs are: First Response Time (how quickly you respond), CSAT (how satisfied customers are), NPS (how loyal customers are), resolution rate (how many tickets are resolved at first contact), average handling time (how long it takes to close a ticket), and backlog (how many unanswered tickets are open).
The danger of KPIs is that you start optimizing for the metric instead of for the customer. A low handling time is worthless if customers are dissatisfied because they are being rushed. Therefore, always use KPIs in combination and let customer satisfaction be the leading indicator.
Bugalou offers extensive analytics that let you track all your KPIs in real-time. Filter by period, channel, or agent, set goals, and receive notifications when KPIs deviate from your targets.
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