It is important for you to measure the duration of time taken by your customer support executive to permanently resolve a query or issue. This is a way of measuring your employees’ productivity. The sooner they resolve the issues plaguing your clients, the better their quality of work will be.
The number of requests being escalated to a supervisor is a metric that must be taken into consideration. The ticketing system in place will always have an issue escalation system using which you can raise tickets. If the number of requests being escalated is more, then it is quite likely that your customers are facing certain issues when it comes to communication.
If you want your business to excel in the customer service department, then you have to have metrics that’ll allow you to measure the performance of individual executives.
In order ensure that you’ve the most accurate metrics by your side, to support and enhance your customer support system, bring in Kapdesk. It’s a help desk ticketing system that will give your business true clarity and context.