The plan focuses on enhancing support role performance by concentrating on critical metrics such as Customer Satisfaction (CSAT), Quality Assurance (QA) Score, Average Handle Time (AHT), Tickets Handled Per Hour, and First Call Resolution (FCR). These metrics are fundamental as they provide a comprehensive view of customer service effectiveness and efficiency. For instance, a high CSAT indicates customer satisfaction, while AHT sheds light on process efficiency.
By targeting these metrics, companies can tailor their training and operational strategies to meet and exceed established benchmarks. For example, maintaining a QA score between 85% and 95% ensures high-quality service interactions. Each metric is paired with improvement suggestions, like offering personalized responses to boost CSAT or implementing time-saving tools to improve AHT, enabling a focused approach to performance enhancement.
Top 5 metrics for Support Role Performance
1. Customer Satisfaction (CSAT)
Measures customer satisfaction with the service provided, usually through post-interaction surveys
What good looks like for this metric: 75% to 85% satisfaction rate
How to improve this metric:- Provide personalised responses
- Ensure timely follow-ups
- Offer multi-channel support options
- Use clear and concise language
- Continuously train staff on customer service
2. Quality Assurance (QA) Score
Evaluates the quality of support interactions based on predefined criteria
What good looks like for this metric: 85% to 95% QA score
How to improve this metric:- Regularly update QA criteria
- Conduct team workshops
- Implement a feedback loop for staff
- Use role-playing scenarios
- Review and analyse call recordings
3. Average Handle Time (AHT)
Tracks the average duration of handling a customer request from start to finish
What good looks like for this metric: 4 to 8 minutes
How to improve this metric:- Implement time-saving tools
- Provide comprehensive training
- Streamline internal processes
- Utilise call scripts effectively
- Regularly review AHT goals
4. Tickets Handled Per Hour
Measures the number of tickets resolved by a support agent in an hour
What good looks like for this metric: 8 to 12 tickets per hour
How to improve this metric:- Use ticket management systems
- Prioritise tasks effectively
- Encourage team collaboration
- Automate repetitive tasks
- Regularly assess ticket assignment
5. First Call Resolution (FCR)
Indicates the percentage of calls resolved without the need for follow-up
What good looks like for this metric: 70% to 85% FCR rate
How to improve this metric:- Provide extensive product training
- Empower agents to make decisions
- Enhance access to information
- Use customer feedback effectively
- Address common issues promptly
How to track Support Role Performance metrics
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your metrics.
