Customer Service KPIs for Representatives and Managers

Customer Service KPIs for Representatives and Managers

Customer support is the backbone that keeps any business up and running. Did you know that according to Microsoft, Globally, 54% of all consumers say that they have higher customer service expectations than they did just one year ago? 

Quality customer service has the ability to significantly impact the growth of any 21st-century business and this is exactly why businesses should invest in inefficient customer service ticketing software.

One of the best ways to keep a check on how customer support teams are functioning is by keeping an eye on KPI or key performance indicators.

Tracking KPIs or customer service KPIs for teams and customer service quality helps businesses grow and create an impact. 

What is a Customer Service KPI?

A customer service KPI metric or a Key Performance Indicator is a quantifiable or measurable value that one can use to track how teams are performing or how their revenue has been impacted.

In other words, KPIs act as a quality assurance program that helps businesses evaluate various strategies or even employees to understand how they are performing.

This not only helps businesses identify any possible setbacks or challenges but also allows them to better understand how strategies can be improved or how employee performance can be enhanced. 

Top customer service KPIs for managers and agents 

Keeping a tack of customer service KPIs can help businesses boost customer satisfaction levels, improve retention rates and improve customer onboarding levels.

Here are a few customer service KPIs that will help businesses step up their customer service game.

1. Tracking Call Abandonments

Efficient help desk support teams make sure their customers are heard. Tracking and analyzing why customers abandon calls is very important.

Though there are unforeseeable situations where customers have to abandon calls, businesses have to make sure that they are not doing so as a result of poor customer support interactions or due to other reasons like challenges in customer support reach.

Call abandonment due to poor customer service KPI factors is one of the most important KPIs that businesses should pay heed to. Understanding why calls are being abandoned can help managers identify poor agent behavior.

2. Measuring Average Handling Time

The more time a customer support agent spends on single customer interaction, the less time they have to resolve other tickets.

This will not only cause unproductivity and inefficiency but also cause a lot of other problems like lower CSAT scores. Measuring the average time taken by a customer service agent to resolve a query or a ticket can help managers get a clear idea of their performance levels.

Delays in ticket remediation can be caused due to a lot of reasons other than agent unproductivity. And this is exactly why businesses need to arm their help desk teams with the best technology and tools like CRMs. 

3. Assessing CSAT or Customer Satisfaction KPI Scores

One of the best key performance indicators that help managers track growth or improvements is CSAT or Customer Satisfaction Scores.

CSAT is an easy and straightforward way to measure customer satisfaction. Whatever practices agents use to perform efficiently, it is still the end-users or in this case the customers who are able to really tell how effective a help desk team’s effort is.

The way feedback is collected to analyze CSAT scores is important. Burdening customers with lengthy forms to fill out can be problematic, instead, managers can create simple questions or rating scales that will help them measure and collect CSAT scores easily and quickly. 

4. Tracking ESAT or Employee Satisfaction Score 

Just like CSAT or customer satisfaction scores there exists an ESAT or an Employee Satisfaction score.

Keeping a check on KPIs like ESAT scores is extremely important and necessary for customer service managers. Customer service is a tough and tedious industry and the probability of employees becoming unproductive and getting bored is very high.

Tracking agent satisfaction scores helps businesses and managers understand how workflows can be improved if there is something wrong with the work culture or even if their employees are facing any challenges with their day-to-day tasks.

5. Tracking how much calls cost

This is one of the most important but most ignored key performance indicators. Keeping a track of how much time customer support agents are spending on each call is not only helpful but also mandatory.

From the service provider’s charges to the electricity bills, everything is expensive and has to be utilized in a fruitful manner. Tracking how much money or resources are being spent and utilized on every customer service call is extremely important.

Keeping track of operating expenditure also helps businesses smoothly manage budgets and will lead to a positive impact on call center ROI. 

6. Keeping an eye on First Contact Resolution

If there is one thing that customers hate then it is having to reach out to customer service agents multiple times to resolve the same ticket. Reaching multiple times out to resolve the same issue can cause a lot of frustration and even the two extremely low customer satisfaction levels.

First contact resolution is a key performance indicator that helps businesses measure how effective customer service agents are while trying to resolve a customer service kpis on the first go.

In addition to this poor First call resolution rates can also negatively impact customer retention and customer onboarding levels. 

7. NPS or Net Promoter Score 

Net promoter scores are extremely helpful key performance indicators that help businesses and investors understand how the business is being showcased from consumer to consumer point of view.

Net Promoter Scores help businesses measure customer loyalty and also allow them to determine the probability at which a customer is likely to recommend their products or businesses to another person.

It enables businesses to predict and understand long-term brand perception and how customers feel about the brand. 

How to improve customer service KPIs – 

  • Make use of the right tools like Customer relationship management systems
  • Measure key performance indicators regularly 
  • Keep a check on how much time agents spend on each call
  • Train agents who showcase poor ticket remediation skills 
  • Provide agents access to a centralized database to improve coordination 
  • Implement regular feedback collection to identify any problems or challenges


Good Call center ROI is extremely important and plays a far-reaching role in any successful business. It can impact how customers see the brand and the overall brand profitability.

The above customer service KPIs help customer service managers, as well as customer support agents, keep a track of important factors that ensure the best practices.

Keeping a track of customer service KPIs can be very time-consuming and challenging if businesses are not equipped with the best customer management tools like CRMs. To know more about CRMs that will help your business keep a check on key performance indicators clicks here to book a demo


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