9 Efficiency Metrics KPIs

The level of satisfaction agents express about their roles, usually gathered through regular surveys.

The percentage of an agent's working time that is spent handling customer interactions.

The average time taken to resolve a customer's issue from the moment it was raised.

The average duration a customer waits in a queue before being connected to a service agent.

The percentage of customer service requests that are escalated to higher-level support tiers or management.

Percentage of customer service interactions that resolved the customer's issue or concern in the initial contact.

First Response Time is the average amount of time it takes for a customer to receive the first human response to their inquiry.

Average number of hours each agent spends in one-on-one coaching or training sessions over a specific period.

Percentage of customer service requests that were addressed within a predefined acceptable time frame.