Some of the more common customer service Key Performance indicators are:
- First Contact Resolution (FCR): Tracks how often an organization is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.
- Net Promoter Score (NPS): A management tool that can be used to gauge the loyalty of a firm's customer relationships.
- Customer Satisfaction (CSAT) and Customer Effort Scores: Describes many different types of customer service survey questions. The goal of any CSAT score is to measure a customer's satisfaction level with your company's product,
- Cost per Contact: A call center metric calculated by dividing the total operational costs by the total number of calls for a given period. (average, broken out by channels)
- Wait Time and backlog metrics: Indicates the average time that customers are spending on hold waiting for an agent to take their call. Additionally, Tracking backlog is as simple as tracking the number of open cases or tickets at any given point of time
- Average Handle Time: Indicates the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction.
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