Measuring customer service performance
Start with a few key metrics and focus on root causes rather than surface numbers.
Core metrics:
- First response time and average resolution time
- Customer satisfaction (CSAT) and Net Promoter Score (NPS)
- First contact resolution rate
- Ticket volume and backlog
Improvement steps
- Analyze common issues and build knowledge base articles to reduce repeat tickets.
- Implement triage and routing to ensure the right skill level handles each issue.
- Automate simple responses and self-service options to reduce load.
Operational changes
Train agents on soft skills and product knowledge. Use regular quality reviews and customer feedback to identify coaching opportunities.
Customer-centric mindset
Measure outcomes that matter to customers (speed, accuracy, helpfulness). Small improvements in process and training often yield large gains in satisfaction and loyalty.