6 Important Customer Service Goals and Metrics You Should be Tracking

6 Important Customer Service Goals and Metrics You Should be Tracking

Your Customer Service team needs a set of goals and metrics just like your sales and marketing teams, and organization as a whole.

These specified goals should keep them thinking about their desired end results and how they can improve together and as individuals to achieve them.

Whatever the most important metrics are for your organization, you should be measuring them.

Some Customer Service Goals and Metrics You Should be Tracking include:


1. Average Handling Time (AHT)
This metric is a call center metric that identifies the average amount of time it takes for your Customer Service Rep to complete a transaction with a customer.

This time period usually starts with the customer calling into your center, followed by any hold time, talk time, and related tasks.


2. First Call Resolution (FCR)
This simply means addressing a customer’s need(s) the first time they call you. This eliminates the need for a second call and creates more positivity around your brand and Customer Service team.

Always strive to resolve a customer’s issue when they call the first time.


3. Resolution Rate
A resolution rate reflects the percent of customers that have their issue resolved during that first call. Keep this number high and keep your customers happy.


4. Engagements per CSR (Customer Service Rep)
This metric is exactly what it sounds like. It reflects the number of engagements your Customer Service Rep has with customers on a daily basis.

The more engagements they have, the higher likelihood there is dissatisfaction with your product or service. Despite this, what matters most with this metric is the issue resolution that follows.


5. Customer Satisfaction Score (CSAT)
A Customer Satisfaction Score can be measured by a number of different survey types.

Upon review, a Customer Satisfaction Score should produce fairly straightforward results that enable your team to reflect on their strengths, weaknesses, and areas for improvement.

Though often these scores are a reflection of individual Customer Service Reps, your team is in it together, so they must inherit the scores equally.

Usually, a Customer Satisfaction Survey is on a scale of one to ten. Over time, your Customer Satisfaction Score should grow. When it’s not, it’s time to re-evaluate and revise your Customer Service Coaching program.


6. Call Quality Score
For a Customer Service call center, call quality scores are based on a number of elements that describe the quality of service the customer experienced with you.

Quality scorecards are a valuable tool for your Customer Service Reps to see how they can specifically improve as individuals.

Whereas a Customer Satisfaction Score is more likely used during a group review, quality scores can be traced back to individuals with the appropriate tracking set up during the survey creation process.


Ledgeview Partners Customer ServiceLearn more about these metrics and how to use them to affect positive change among your Customer Service Reps and within your training program when you download Ledgeview’s new eBook, “10 Best Practices to Improve Customer Service.”

Get it here.

Learn more about Ledgeview’s Customer Service Consulting Services here.

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