KPIs & Service level for technical support call centre.

[sazeem]

We are a technical support call centre and would like to know the KPIs and service level measurements for a technical support call centre.

Is it base on the Average Call Handling Time ( AHT ), First Call Resolution ( FCR ) or Average Time To Resolve ( ATTR )?

Does a service level measurement of 80% calls to be answered in 20 seconds suits a technical support call centre. Please advise.

[cclegg06]

Coming from the market research side of the industry, IÂ’m always going to argue the benefit of caller attitudes about the experience rather than the experience itself.

I believe talk time is always second to first call resolution. ItÂ’s better to spend a few extra minutes on the phone than pay for the caller to call back. Time to resolution is important but depending on the fulfillment requirements, this might take the responsibility out of the center. That makes it hard to get agents to buy into the idea of being evaluated on such a measure (itÂ’s out of their controlÂ…)

IÂ’ll put in my argument for the importance of agent and response metrics that are caller experience driven such as Professionalism, Friendliness, and Authority (agent metrics) and Follow-through, Timeliness, and Clarity (response metrics). These 6 items along with an overall measure of contact satisfaction are a powerful performance improvement tool.

Hold time and transfers are also important (key drivers of satisfaction) and should be included when budgets permit.

This type of approach to center metrics are always an investment because they require a regular survey research tracking cycle (usually monthly, quarterly at the least). However, if your aim is to promote caller satisfaction and subsequent loyalty you have to go to the callers themselves. IMHO

I recently finished a research report on this topic. You can read about it at http://www.portlandresearch.com/report.htm Drop me a line if youÂ’re interested in more information than is provided in the free material (executive brief). IÂ’d be happy to share some detailed data (with compliments) with forum members

[Connie]

I work in a Call Center that supports HR and Technology of course separate options on the phone menu. I am a Service Lead and all KPI's are measured for both teams equally, they include: First Call Resolution, Average Answer Speed, Abandonment Rate, Call Excellence, Average Handle Time - (which within my Firm is not a key driver, stay on the phone with the customer as long as needed.) All KPI's all important no matter what you support, it doesn't matter if you answer the phone within 20 seconds if you are not resolving the customers problem (FCR). Our Service Level Matrix for FCR is 80% - calls closed within first 30 minutes of contact. If you would like to talk more, feel free to email me - crice@deloitte.com

:)

[ctaylor]

There have been some great posts preceding mine, but I do feel I can add some additional value.

In my experience Technical support center KPI's have varied with the market served, expectations of the customers and what the competition was providing. It is far too simplistic to say 80/20 SL with an 80 FCR and a 4 hour mean time to resolve is what is needed in a technical support center. I have worked with software companies who had an incredible domination of their market (no names please) and they worked to an Average Speed of Answer of 5 minutes at a 70% service level. A computer peripherals client went for 85% of calls answered in 15 seconds with a 90% FCR. Customer Satisfaction is whatever your customer says it is! Ask them whhat they feel they need to be competitive or to secure a competitive advantage.

If I generalize, which is always dangerous to do, Tech support centers generally have lower KPI standards than do Customer Service centers. We have all gotten use to waiting on hold for a long period of time to get our tech questions answered. That is part of the reason the in some tech centers email now equals voice calls at 47% each!

Chat, FAQ's automated agent responses, IVR as well as email and voice should all be subject to KPI's not just the quantitative types we have been discussing, but also the qualitative ones such as FCR from the customers perspective (it is amazing to me, but there is generally a 20-25% 'gap' between when a 'tech' belives he has solved the problem and when the customer agrees). Other qualitative metrics include Quality scores, versus some form of best practice benchmark and customer satisfaction. According to Tranversal 53% of respondents to a recent survey indicated that their opinion of particular Brands decreased after contacting the company call center! At the same time ASQI has published a report that states that a 1% increase in customer satisfaction equates to a 2% rise in share price.

The customer may not always be right, but they are always the customer and Customer satisfaction is whatever they say it is. Customer Sat should be a heavily weighted KPI in every call center.

If you would like additional information on the sources I've quoted please visit my website at www.thetaylorreachgroup.com and if I can be of further assistance feel free to email me at ctaylor@thetaylorreachgroup.com.