What are Customer Service Agent metrics? Crafting the perfect Customer Service Agent metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.
Transfer these examples to your app of choice, or opt for Tability to help keep you on track.
Find Customer Service Agent metrics with AI While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.
Examples of Customer Service Agent metrics and KPIs 1. Customer Satisfaction Score (CSAT) Measures the percentage of customers who are satisfied with their service experience on the platform by collecting feedback after interactions
What good looks like for this metric: 80-85%
Ideas to improve this metric Train customer service agents regularly Implement a robust feedback collection process Utilise automation for frequent issues Monitor and review agent performance Enhance knowledge database for agents 2. Net Promoter Score (NPS) Assesses customer loyalty through how likely they are to recommend the service to others on a scale of 0-10
What good looks like for this metric: 30-50
Ideas to improve this metric Focus on customer journey mapping Address pain points identified in feedback Provide timely and personalised responses Recognise and reward loyal customers Conduct regular product and service enhancements 3. First Contact Resolution (FCR) Percentage of customer issues resolved at the first interaction, indicating efficiency and effectiveness
What good looks like for this metric: 70-75%
Ideas to improve this metric Ensure agents have access to comprehensive information Provide decision-making authority to agents Implement initial troubleshooting steps in self-service Analyse repeat contact reasons and address them Utilise real-time collaboration tools for support 4. Customer Retention Rate Percentage of existing customers retained over a period, reflecting long-term platform satisfaction and loyalty
What good looks like for this metric: 75-85%
Ideas to improve this metric Develop loyalty programmes and incentives Regularly engage with customers via newsletters Offer personalised experiences and service Address customer feedback promptly Ensure competitive pricing and value delivery 5. Average Response Time Average time taken for initial response by the customer service team, indicating responsiveness and efficiency
What good looks like for this metric: 10-12 minutes on chat; 24 hours on email
Ideas to improve this metric Implement automated response systems Optimise and streamline workflow processes Schedule efficient shift rotations Set clear response time targets for teams Employ predictive analytics for demand forecasting
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1. Client Retention Rate The percentage of clients who continue using the platform over a given period
What good looks like for this metric: Typical benchmark is 60-70%
Ideas to improve this metric Enhance user experience Offer personalised treatment plans Regularly gather and implement feedback Provide flexible scheduling options Ensure therapists are a good match 2. Session Completion Rate The ratio of completed therapy sessions to scheduled sessions
What good looks like for this metric: Typical benchmark is 80-90%
Ideas to improve this metric Send session reminders Integrate seamless payment systems Offer flexible re-scheduling Improve platform reliability Address clients’ issues promptly 3. Client Satisfaction Score Average rating given by clients regarding their overall satisfaction with the service
What good looks like for this metric: Typical benchmark is 4+ out of 5
Ideas to improve this metric Train therapists in customer service Implement regular check-ins with clients Ensure platform ease of use Offer a variety of therapy styles Regularly update platform features 4. Therapist Response Time The average time taken for therapists to respond to client inquiries
What good looks like for this metric: Typical benchmark is 1-2 hours
Ideas to improve this metric Set clear expectations with therapists Use automation for initial queries Provide incentives for quick responses Implement a notification system Monitor and report response time trends 5. Platform Usage Rate The frequency with which clients and therapists use the platform
What good looks like for this metric: Typical benchmark is 70-85% active users monthly
Ideas to improve this metric Introduce engaging content regularly Create community forums for interaction Send regular updates or newsletters Reward consistent platform usage Offer interactive features
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Tracking your Customer Service Agent metrics Having a plan is one thing, sticking to it is another.
Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
More metrics recently published We have more examples to help you below.
Planning resources OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:
Tability's check-ins will save you hours and increase transparency
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