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How do you manage conflicting technical support metrics?

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As a technical support professional, you know how important it is to measure your performance and customer satisfaction. But what if some of the metrics you use are conflicting or contradictory? For example, how do you balance the need for speed and quality in resolving issues? Or how do you prioritize customer loyalty and retention over new sales and revenue? In this article, we will explore some of the common challenges and best practices for managing conflicting technical support metrics.

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DJ Adkins

Software Analyst at Private Sector

1 Define your goals and values

The first step to managing conflicting technical support metrics is to define your goals and values as a team or organization. What are you trying to achieve with your technical support service? What are the core values that guide your decisions and actions? How do they align with your customers' expectations and needs? By clarifying your goals and values, you can identify the most relevant and meaningful metrics that reflect your desired outcomes and behaviors.

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DJ Adkins

Software Analyst at Private Sector
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This should include a discussion of priority and how goals and values sometimes conflict in practice even when they agree in theory.

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2 Choose the right metrics and KPIs

The next step is to choose the right metrics and key performance indicators (KPIs) that match your goals and values. Metrics are the quantitative measures that track your progress and performance, while KPIs are the specific targets or benchmarks that indicate your success or failure. For example, if your goal is to improve customer satisfaction, you might use metrics such as customer satisfaction score (CSAT), net promoter score (NPS), or customer effort score (CES), and set KPIs for each metric based on your industry standards or best practices.

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3 Analyze and interpret the data

Once you have selected your metrics and KPIs, you need to collect, analyze, and interpret the data. This is where you might encounter some conflicting or contradictory results. For example, you might find that your average handle time (AHT) is low, but your first contact resolution (FCR) is also low. Or you might find that your NPS is high, but your customer churn rate is also high. How do you make sense of these discrepancies? You need to look beyond the numbers and dig deeper into the root causes, trends, patterns, and feedback that explain the data. You also need to consider the context, such as the type, complexity, and urgency of the issues, the channel, and the customer segment.

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DJ Adkins

Software Analyst at Private Sector
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This can also be influenced by the way that data is collected. NPS is a good example of this. NPS formulas generally drop all results between 4-8 and treat them as zeroes when calculating an average score. However, many customers would characterize a score of 8 as a high score as they never give 10s as a matter of practice. Without being able to account for this kind of difference in thinking, results will always be skewed.

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4 Balance and optimize your metrics

The final step is to balance and optimize your metrics. This means finding the optimal trade-off or compromise between conflicting or contradictory metrics, without sacrificing your goals and values. For example, if you want to improve your FCR, you might need to increase your AHT, but not to the point where it affects your service level agreement (SLA) or customer satisfaction. Or if you want to increase your customer retention, you might need to invest more in customer loyalty programs, but not to the point where it reduces your profitability or growth. You can use tools such as dashboards, reports, and scorecards to monitor and compare your metrics and KPIs, and adjust your strategies and actions accordingly.

Managing conflicting technical support metrics is not an easy task, but it is essential for improving your service quality and customer experience. By following these steps, you can define, choose, analyze, balance, and optimize your metrics and KPIs, and align them with your goals and values.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you manage conflicting technical support metrics?

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3

4

5

1 Define your goals and values

2 Choose the right metrics and KPIs

3 Analyze and interpret the data

4 Balance and optimize your metrics

5 Here’s what else to consider

Technical Support

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How do you manage conflicting technical support metrics?

1

2

3

4

5

1 Define your goals and values

2 Choose the right metrics and KPIs

3 Analyze and interpret the data

4 Balance and optimize your metrics

5 Here’s what else to consider

Technical Support

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