45+ Customer Service KPI Examples
Customer service acts as a bridge between brands and their patrons. In the age of instant gratification, customer service KPIs ensure that this bridge is not just stable but also efficient and responsive.
Demystifying Customer Service KPIs
These KPIs measure the pulse of customer interactions, revealing satisfaction levels, efficiency of response, and overall service quality. They're the compass guiding service teams towards excellence.
The Power of Customer Service KPIs
Beyond metrics, these KPIs are a reflection of a brand's commitment to its customers. They influence loyalty, repeat business, and word-of-mouth recommendations.
Most Popular Customer Service KPIs for 2024
Discover the customer service KPIs that users have upvoted the most. Dive into each one to learn how they're calculated.
Average Call Handling Time ⏱
The average duration taken by an agent to handle a call from start to finish. A shorter handling time can indicate efficient and effective agents. However, if it's too short, it may mean issues are not being thoroughly addressed, potentially leading to repeat calls or unsatisfied customers.
Formula
Total duration of all calls / Number of calls handled
Example
If in one day, a call center handled 100 calls with a total duration of 500 minutes, the Average Call Handling Time would be 5 minutes.
Call Abandonment Rate %
The percentage of incoming calls that are abandoned by the caller before connecting to an agent. A high abandonment rate could indicate long wait times, technical issues, or a misalignment in customer expectations. Monitoring this can help in improving customer experience and ensuring potential customers aren't lost.
Formula
(Number of abandoned calls / Total number of incoming calls) x 100
Example
If there were 20 abandoned calls out of 200 incoming calls, the Call Abandonment Rate would be 10%.
Completion Call Rate %
The percentage of calls that are successfully completed without being abandoned or disconnected. A high Completion Call Rate indicates the effectiveness of the call center's operations in keeping customers engaged and addressing their needs. Low rates can hint at dissatisfaction, technical issues, or premature ending of calls, which can affect customer trust.
Formula
(Number of completed calls / Total number of incoming calls) x 100
Example
Out of 300 incoming calls, if 270 were completed, the Completion Call Rate would be 90%.
Call Transfer Rate %
The percentage of calls that are transferred to another agent or department. A high transfer rate might indicate that customers are not being routed to the best agent or department initially, which can lead to longer wait times and potential frustration. Ensuring customers reach the right person the first time increases satisfaction and reduces handling time.
Formula
(Number of transferred calls / Total number of handled calls) x 100
Example
If out of 100 handled calls, 10 were transferred, the Call Transfer Rate would be 10%.
Emails Per Resolution #
The average number of email interactions required to resolve a customer's issue. Fewer emails per resolution imply efficient problem-solving and clearer communication, leading to enhanced customer satisfaction.
Formula
Total emails exchanged / Number of resolved cases
Example
If 60 emails were exchanged to resolve 20 cases, the Emails Per Resolution is 3.
Comprehensive List of Customer Service KPIs
Below is an extensive list of customer service KPIs, each accompanied by a brief summary. Click on any KPI to delve into its detailed description, including the formula and examples.
Call Centre
- Agent Adherence To Schedule: The percentage of time agents adhere to their planned work schedules.
- Average After Call Work Time: The average time an agent spends on tasks related to the call (e.
- Average Call Handling Time: The average duration taken by an agent to handle a call from start to finish.
- Average Cost per Call: The average cost incurred by the call center for handling a single call.
- Call Abandonment Rate: The percentage of incoming calls that are abandoned by the caller before connecting to an agent.
- Call Resolution Rate: The percentage of calls where the customer's issue is resolved in a single interaction.
- Call Service Level: The percentage of calls answered within a predefined threshold time.
- Call Transfer Rate: The percentage of calls that are transferred to another agent or department.
- Call Volume: The total number of incoming calls to the call center within a given time frame.
- Completion Call Rate: The percentage of calls that are successfully completed without being abandoned or disconnected.
- Peak Hour Call Traffic: The maximum number of calls received in any given hour of operation.
Chat-Based Customer Support
- Average Chat Duration: The average time taken to complete a chat session with a customer, in minutes.
- Chat Abandonment Rate: The percentage of chat sessions initiated by customers that are ended before a resolution.
- Chatbot Resolution Rate: The percentage of chat sessions handled and resolved solely by chatbots without human intervention.
- Chat Completion Rate: The percentage of chat sessions that reach a resolution compared to those initiated.
- Chat Engagement Rate: The percentage of website visitors or app users who engage in a chat session.
- Chat Resolution Time: The average time taken to resolve a customer's issue or query during a chat session, in minutes.
- Chat Transfers: The number of times a chat session is transferred from one agent to another.
- Chat Volume: The total number of chat sessions initiated within a given time frame.
- Concurrent Chats Per Agent: The average number of chat sessions an agent handles simultaneously.
- Missed Chats: The number of chat sessions initiated by customers that received no response from an agent.
Efficiency Metrics
- Agent Satisfaction Rate: The level of satisfaction agents express about their roles, usually gathered through regular surveys.
- Agent Utilization Rate: The percentage of an agent's working time that is spent handling customer interactions.
- Average Resolution Time: The average time taken to resolve a customer's issue from the moment it was raised.
- Average Wait Time Before Connecting To An Agent: The average duration a customer waits in a queue before being connected to a service agent.
- Escalation Rate: The percentage of customer service requests that are escalated to higher-level support tiers or management.
- First Contact Resolution Rate: Percentage of customer service interactions that resolved the customer's issue or concern in the initial contact.
- First Response Time: First Response Time is the average amount of time it takes for a customer to receive the first human response to their inquiry.
- Hours of 1 on 1 coaching time per agent: Average number of hours each agent spends in one-on-one coaching or training sessions over a specific period.
- On-Time Response Rate: Percentage of customer service requests that were addressed within a predefined acceptable time frame.
Email-Based Customer Support
- Agent Email Handling Time: The average time an agent spends on an email, from reading it to sending a response.
- Email Backlog: The number of unresolved or unopened emails at any given time.
- Email Case Reopen Rate: The percentage of email cases that were marked as resolved but had to be reopened due to the issue not being adequately addressed.
- Emails Per Resolution: The average number of email interactions required to resolve a customer's issue.
- Email Template Usage Rate: The percentage of emails sent using predefined templates versus manually written emails.
- Email Volume: Email Volume measures the number of emails or inquiries your team receives via email during a specific time period.
- Internal Response Time: The average time taken for one support agent to respond to another agent's internal query or request related to an email case, in minutes.
- Missed Emails: The number of customer emails that were overlooked or not responded to.
- Proactive Emails Sent: The number of emails sent to customers proactively, not as a direct response to a customer's email.
- Reply-to-Resolve: The average time it takes from the initial customer email to the resolution of their query or issue (hours or days).
Satisfaction Metrics
- Complaint Resolution Satisfaction Rate: The percentage of customers who, after making a complaint, were satisfied with how the company addressed the issue.
- Complaints Received: The number of complaints lodged by customers within a given time frame.
- Compliments Received: The number of positive feedbacks or compliments received from customers about a service or product.
- Customer Callbacks: The number of times customers request a callback after an initial service interaction.
- Customer Satisfaction Score (CSAT): Measures the average satisfaction of customers with a particular experience, usually on a scale from 1 (very unsatisfied) to 5 (very satisfied).
- Customer Support Agent Feedback: The average feedback score or rating received specifically for the support agent’s performance.
- Customers With Service Level Agreements in Place: The number of customers who have a formal service level agreement (SLA) set with the company.
- Rate of Customers Given Satisfaction Surveys: The percentage of customers who are provided with a satisfaction survey post-interaction.
In Summary
As we delve deeper into a world fueled by data, the plethora of metrics can often cloud our judgment. But, armed with the right KPIs, customer service teams can see through the haze, forging a path based on informed strategies that cater to both growth and resilience. Moving forward in 2024, trust these KPIs to act as your guiding lighthouses, spotlighting potential and sidestepping pitfalls.
Looking to delve into other areas of your business? Check out our extensive range of different categories where you will find KPIs and let data drive your success.