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Hi!
What types of performance indicators have you set-up for your support team? Looking to create KPI’s and how to show performance success other than having an empty ticket queue.
Thanks for your input!
We’ve been looking at response times a lot lately. We don’t have a means for tracking open/resolved on our threads so response times have been our best gauge for success beyond ticket queue numbers.
One way that’s helped over time is in how it contextualizes growth. Looking at just an overall ticket queue count is only part of the picture. With our current volume we might have 300 threads in a queue that are all less than 18-24 hours. The 300 number is high at-a-glance so focusing on the relative response times helps us get a sense of whether we’re behind or keeping up.
Our big one is customer satisfaction. There’s a lot of secondary metrics I look at that shouldn’t be too disparate between agents: response time (as mentioned above), # of tickets answered, first contact resolution (not my leading metric by far, but something’s up if one agent has way more or less). We’re also going to try to start tracking true Personal Emotional Connection (PEC). It’ll be self-reported, but I’ll be evaluating their accuracy).
To echo both Evan and Andrew a bit, there’s three things that we try to focus on: Total Replies, Response Time, and User Satisfaction(we use Hively for this). Replies give us a good proxy for total volume so we can put the other two metrics in context when evaluating support as a whole. We weren’t always as focused on those metrics though, I recently plotted out how we’ve progressed over time in this post if you’re curious: https://zapier.com/blog/data-drives-customer-support/
Thanks everyone! I really appreciate you taking the time to share your metrics.
PS @Micah, big fan of Zapier.
Great ideas! This topic was also touched on a while back in this forum post.
Hey all!
We track three main KPI’s on my team. First Reply time (under 5 min), customer satisfaction (over 90%), and Quality score (over 90%) on a 2 week rolling average. The quality score is a manual an agents’ random sampling of tickets. We critique, wrong answer, spelling/grammar, tone, research, and follow up. We built a tool directly into our Zendesk sidebar that makes it simple to quickly.
If you are in the “green” for all of those, you change to a Rockstar picture on our Leaderboard. Nobody gets to Rockstar if the entire team average isn’t in the green.
Example
@gregsmith - I love the Quality score! It reminds me of my call center days when we had both our manager and a “Call Quality Assurance” listen to and score a sampling of our recorded calls every month.
Who does your scoring, and on average, how many tickets (out of how many total) per agent get scored?
Our TOP metric is Total Tickets per Monthly Active User (MAU). Sure, we care about how fast we answer tickets, and how satisfied our users are as a result, but the goal of support is not just to manage problems, our goal is to SOLVE problems.
Tickets per MAU shows us how well we are identifying and resolving issues. It helps measure the efficiency of our internal pipeline to get UI issues and common bugs to the right people to fix the challenge. This way our focus as a team is on improving the product experience (so our satisfaction goes up) and reducing ticket volume (so we respond faster too).
@alexmozes That’s a fantastic metric that isn’t mentioned enough. I’m gonna add that to my list right now!
@hoonpark - Sorry for the delay. Myself and my next most 5 senior agents. That is actually a requirement or new responsibility when you go from Agent 1 to Agent 2 in the department. You have the ability to rate other tickets.
Each one of us does 10 a day and use a tool that let’s us know who’s tickets to rate next. We make sure that a ticket is closed, not solved (in Zendesk) so that the entirety of the ticket has run it’s course.
@gregsmith - What tool do you use for rating?
It’s a custom tool built right into the Zendesk sidebar. Automagically snags the rater and pulls any agent that had a hand in the current ticket. Our agents are then able to go back to their “My Ratings” page and look at their rated tickets. We also set it up so that an email is sent to the agent and copies the rater so they can discuss the issue right away.
ZD Toolbar: http://note.io/1nGbGWo
Ratings Page: http://note.io/1nGcJ8Q
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