What are the most important metrics for a customer support team?

The top 10 customer service metrics to measure

• Customer Satisfaction (CSAT)
• Customer Effort Score (CES)
• Net Promoter Score (NPS)
• Social media monitoring.
• Customer churn.
• First response time.
• Overall resolution rate.

What are KRA for support?

KRAs help define the scope of a job or a department or an organization’s goals, and define the optimum outcomes and results of daily work. KRAs are the items that are critical for an organization or employee to be successful.

What is the example of key result areas?

Your business model defines your Key Result Areas. For example, our primary KRAs focus on organizational health, customer success rate, and employee engagement score. Each one of these is a high-level KRA and has additional layers that help achieve the specific KRA metric.

How do you set KPI and KRAs?

How to set up KRA’s/KPI’s (Performance Management using KRA’s)

1. Go through employee’s Job Description.
2. Try to find out exactly what the employee is supposed to achieve.
3. Based on your reading and discussions, make a list of the functions and responsibilities which are critical to the employee’s job.

How do you measure excellent customer service?

9 Metrics for Measuring Customer Service Performance

1. Average Resolution Time.
2. Customer Service Abandonment Rates.
3. Customer Effort Score (CES)
4. Customer Retention Rate.
5. Customer Satisfaction Score (CSAT)
6. First Response Time.
7. Net Promoter Score (NPS)
8. Resolution Rate.

How do you make KRAs?

If you’ve never created KRAs, here’s a step-by-step process we teach to all of our business coaching clients.

1. Step 1: Align and Cost Justify The Role.
2. Step 2: Clarify Responsibilities of The Role.
3. Accounting roles:
4. Marketing roles:
5. Sales roles:
6. Step 4: Set The Role up for Success.
7. Step 5: Include a Growth Plan.

What support you need to successfully achieve your KRAs?

Achievable: Objectives must be reasonably attainable, taking into account practical obstacles such as time, money, and labor. Relevant: Goals must be applicable to the employees involved in achieving them.