The plan to optimize L2 Production Support involves tracking several key metrics, each crucial for maintaining high service standards. Request Resolution Time helps teams streamline processes and prioritize tasks to meet the set benchmark of 2-4 hours, ensuring quick and efficient issue resolution.
First Contact Resolution Rate is essential for enhancing customer experience by aiming for a 70-80% success rate on the first interaction, thus reducing follow-up communications. Similarly, Customer Satisfaction Score focuses on achieving an 80% satisfaction rate by personalizing support and continuously assessing customer feedback.
By managing Ticket Backlog and aiming for fewer unresolved issues, the efficiency of the support team is maximized, ensuring that less than 10% of total tickets remain open. Lastly, the Reopen Rate targets resolving customer issues thoroughly the first time, with an ideal benchmark of less than 5% to minimize repeated efforts.
Top 5 metrics for L2 Production Support
1. Request Resolution Time
Time taken to resolve support requests from initial report to resolution
What good looks like for this metric: 2-4 hours
How to improve this metric:- Prioritise requests based on urgency
- Implement automated alerts for escalations
- Conduct regular training sessions for support staff
- Use ticketing system efficiently
- Analyse past tickets for recurring issues
2. First Contact Resolution Rate
Percentage of requests resolved during the first interaction with support staff
What good looks like for this metric: 70-80%
How to improve this metric:- Empower staff with decision-making authority
- Provide comprehensive training and resources
- Ensure access to an updated knowledge base
- Conduct regular performance reviews
- Encourage collaboration among team members
3. Customer Satisfaction Score
Measurement of customer satisfaction after support engagement
What good looks like for this metric: 80% satisfaction rate
How to improve this metric:- Follow up with customers after resolution
- Provide personalised support where possible
- Gather feedback through surveys
- Identify pain points in the support process
- Continuously improve customer interaction skills
4. Ticket Backlog
Number of unresolved requests or tickets within a specific time period
What good looks like for this metric: Less than 10% of total tickets
How to improve this metric:- Monitor and raise alerts for high backlog
- Allocate additional resources during peak times
- Streamline processes to improve response times
- Regularly review ticket statuses
- Identify and address resource bottlenecks
5. Reopen Rate
Percentage of requests that have been reopened after they were marked resolved
What good looks like for this metric: Less than 5%
How to improve this metric:- Ensure thorough issue resolution before closing
- Improve documentation for recurring issues
- Engage experts for complex problems
- Provide clear and concise solutions
- Encourage feedback to understand unresolved issues
How to track L2 Production Support 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.
