KPI (Key Performance Indicator)

Types of KPIs in Customer Service:

• First Call Resolution (FCR): Measures the percentage of customer issues resolved on the first call without the need for a follow-up.
• Customer Satisfaction (CSAT): A direct measure of customer happiness based on post-interaction surveys.
• Average Handling Time (AHT): Tracks the average time an agent spends handling a call, including talk time and any necessary follow-up.
• Service Level: Measures the percentage of calls answered within a pre-set time threshold.
• Net Promoter Score (NPS): Gauges customer loyalty by asking how likely customers are to recommend the company to others.

Benefits of Tracking KPIs:

• Performance Monitoring: KPIs provide a clear and measurable way to monitor employee and team performance in real-time.
• Informed Decision-Making: Businesses can make data-driven decisions based on KPI trends to improve processes and strategies.
• Increased Efficiency: KPIs highlight inefficiencies or bottlenecks in the workflow, enabling managers to take corrective actions.

Common Applications of KPIs:

• Contact Centers: Measure agent productivity, call wait times, and customer satisfaction to ensure service quality.
• Sales Teams: KPIs such as conversion rates, deal size, and sales growth help monitor sales performance and forecast revenue.
• Marketing Campaigns: Track metrics like customer acquisition cost (CAC) and return on investment (ROI) to evaluate the success of marketing efforts.

Other Terms: