登录查看更多内容

Last updated on 2024年7月30日

Here's how you can measure productivity in customer support roles.

由人工智能和领英社区提供技术支持

Measuring productivity in customer support roles is crucial for ensuring that your team is efficient, responsive, and providing high-quality service. Productivity in this context is about more than just the number of tickets closed; it involves understanding the quality of interactions, customer satisfaction, and the ability to resolve issues promptly. It's important to have a clear strategy to assess how effectively your customer support team is working, which can help in identifying areas for improvement and in making informed decisions about resource allocation and training needs.

此文章中的业界达人

由社区从 5 条内容中精选。了解更多

Alireza Parhoun

Internet Payment Gateway & B2B Sales Expert at Asan Pardakht
Ana L.

??LinkedIn Top Voice | Customer Support Expert @ Sumsub | Empathetic, Tech/AI enthusiast. Customer-Centric, Multilingual

1 Ticket Volume

One of the fundamental metrics to gauge productivity in customer support is ticket volume. This refers to the number of customer queries or issues your team handles within a given timeframe. Monitoring ticket volume provides insight into the workload and helps you understand whether your team is under or overstaffed. It's essential to balance ticket volume with the quality of responses; a high volume of tickets resolved doesn't necessarily equate to high productivity if the quality of service suffers.

添加您的观点

Ana L.

??LinkedIn Top Voice | Customer Support Expert @ Sumsub | Empathetic, Tech/AI enthusiast. Customer-Centric, Multilingual
举报内容
Track Key Metrics:Measure productivity by tracking metrics such as response time, resolution time, customer satisfaction scores, and the number of cases handled. Use these data points to assess performance, identify areas for improvement, and set benchmarks for efficiency and effectiveness in customer support.

已翻译

赞
Alireza Parhoun

Internet Payment Gateway & B2B Sales Expert at Asan Pardakht
举报内容
Lastly, consider the success rate of self-service options like FAQs, chatbots, or knowledge bases. If customers can resolve their issues without engaging a support agent, this can be a sign of a productive support strategy. Monitoring how often customers utilize these resources and their satisfaction with them can help you refine these tools and ensure they complement your team's efforts effectively.

已翻译

赞
Jack Nowling

Finance and Acounting Student at The University of Nevada, Reno | President of Delta Sigma Pi, Delta Pi | Co-Founder and CFO of Wazoo, Inc. | Development Coordinator of Kesem @ UNR
举报内容
We track customer support productivity through tracking the time it takes to answer the phone, satisfaction from post-call interviews, and through other forms of metrics. Other forms of customer support such as AI bots can be measured through surveys as well and show if they are practical/functional.

已翻译

赞

2 Response Time

Response time is a critical component of customer support productivity. It measures the duration between when a customer submits a query and when they receive the first response. Customers expect quick replies, and a short response time can significantly enhance their satisfaction. You should aim to minimize this metric while ensuring that the quality of the answer is not compromised, as rapid responses that fail to resolve the issue do not contribute to overall productivity.

添加您的观点

3 Resolution Rate

The resolution rate is a key indicator of how effectively your customer support team is addressing issues. It's the percentage of tickets that are resolved without needing to escalate to a higher level of support or refer to another department. A high resolution rate suggests that your team is knowledgeable and capable of handling most queries, which enhances customer trust and reduces the burden on other parts of your organization.

添加您的观点

Alireza Parhoun

Internet Payment Gateway & B2B Sales Expert at Asan Pardakht
举报内容
Lastly, consider the success rate of self-service options like FAQs, chatbots, or knowledge bases. If customers can resolve their issues without engaging a support agent, this can be a sign of a productive support strategy. Monitoring how often customers utilize these resources and their satisfaction with them can help you refine these tools and ensure they complement your team's efforts effectively.

已翻译

赞

4 Customer Feedback

Customer feedback is invaluable for measuring the qualitative aspect of customer support productivity. This can be gathered through post-interaction surveys, direct feedback, or net promoter scores (NPS), which indicate how likely customers are to recommend your service. Positive feedback signifies that your team is not only productive in terms of quantity but also in delivering quality service that meets or exceeds customer expectations.

添加您的观点

5 Efficiency Metrics

Efficiency metrics such as average handle time (AHT), which measures the average duration spent on each customer interaction, can provide insights into the productivity of your customer support team. While it's important not to sacrifice service quality for speed, understanding AHT can help identify training opportunities or process improvements that could help your team resolve customer issues more efficiently.

添加您的观点

Alireza Parhoun

Internet Payment Gateway & B2B Sales Expert at Asan Pardakht
举报内容
One of the fundamental metrics to gauge productivity in customer support is ticket volume. This refers to the number of customer queries or issues your team handles within a given timeframe. Monitoring ticket volume provides insight into the workload and helps you understand whether your team is under or overstaffed. It's essential to balance ticket volume with the quality of responses; a high volume of tickets resolved doesn't necessarily equate to high productivity if the quality of service suffers.

已翻译

赞

6 Self-Service Success

Lastly, consider the success rate of self-service options like FAQs, chatbots, or knowledge bases. If customers can resolve their issues without engaging a support agent, this can be a sign of a productive support strategy. Monitoring how often customers utilize these resources and their satisfaction with them can help you refine these tools and ensure they complement your team's efforts effectively.

添加您的观点

7 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?

添加您的观点

Customer Support

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

Here's how you can measure productivity in customer support roles.

1

2

3

4

5

6

7

1 Ticket Volume

2 Response Time

3 Resolution Rate

4 Customer Feedback

5 Efficiency Metrics

6 Self-Service Success

7 Here’s what else to consider

Customer Support

给文章评分

感谢您的反馈

更多Customer Support相关文章

更多相关阅读内容

Here's how you can measure productivity in customer support roles.

1

2

3

4

5

6

7

1 Ticket Volume

2 Response Time

3 Resolution Rate

4 Customer Feedback

5 Efficiency Metrics

6 Self-Service Success

7 Here’s what else to consider

Customer Support

给文章评分

感谢您的反馈

查看其他技能