Top 3 Customer Service KPIs You Need to Be Monitoring

January 05, 2022

Blog By: Justin Lines

Customer service is a vital component of any business. While there are several ways to measure success, knowing which metrics matter the most can be challenging.

This article will explore three critical KPIs; Average First Response Time, Average Resolution Time, and Customer Satisfaction. By tracking these metrics, you can ensure that you're doing everything you can to meet your customers' expectations.

Average First Response Time

Average First Response Time is the amount of time it takes for a customer to receive an initial response to their inquiry. This metric is important because it can help you determine how quickly you're addressing customer concerns.

If the average times are high, it may indicate a larger issue - perhaps your team is overworked or unable to handle the volume of inquiries. If your customers or prospects feel they've waited too long before hearing a response, you can potentially lose a sale or one of your valued repeat customers.

Average Resolution Time

Another key KPI to track is Average Resolution Time which measures the average amount of time it takes to resolve a customer inquiry. This is crucial, as it can help you measure how well your team can handle the volume of inquiries while keeping your customers happy.

If you have a long average resolution time, then it's likely that customers are having to deal with very long wait times before hearing from your agents. It can also signify that your agents lack the expertise to provide your customers with reasonable solutions in their initial responses, resulting in a lot of back and forth.

Customer Satisfaction

Finally, we come to the most important KPI: Customer Satisfaction. This data is collected through surveys that are sent to your customers after their issues have been resolved. This metric indicates how happy your customers are with the customer service they've received.

It's important to track customer satisfaction because it can help you determine whether your customers are happy with the solutions and level of service your agents are providing. It can also help you identify areas where your team needs improvement, whether that's better resources to provide solutions or software to improve productivity.

Improve Your Customer Satisfaction Using a Nearshore Call Center

While tracking these 3 KPIs is crucial in measuring the success of your business's customer service, simply monitoring them isn't enough. When you notice that any of these 3 metrics is underperforming, you need to take corrective action to ensure the happiness of your customers.

One way to improve your customer service is by leveraging the expertise of a reputable nearshore call center. By partnering with Baja Call Center Services, you'll be able to improve your overall customer satisfaction without needing to hire and train a team of highly skilled customer service agents.

Baja Call Center Services offers affordable rates and top-notch customer service to businesses in various industries. We have a team of skilled, motivated, and bilingual agents who are available 24/7 to help your business resolve customer inquiries.

If you're eager to improve your customer service, contact us today for a free consultation!