Hello and happy new year,
I need to thoroughly evaluate the work done by our technical support team and present relevant Key Performance Indicators (KPIs) to our clients. I’m seeking your assistance in highlighting the following:
-
The number of tickets opened and closed: to better understand the workload and overall efficiency of our team. An analysis over a defined period would also be valuable to showcase the trends.
-
First Contact Resolution (FCR) rate: to assess the proportion of tickets resolved upon the initial interaction with the client, reflecting our ability to swiftly address issues.
-
Average resolution time: to calculate the mean duration required to resolve each ticket, with the possibility of segmentation by issue type for a clearer grasp of timelines.
-
Customer satisfaction: using satisfaction surveys or post-ticket feedback to evaluate the overall level of client contentment regarding the support provided.
-
Ticket reopening rate: to gauge how often tickets are reopened after their initial closure, indicating potential resolution issues.
-
Ticket count per category: to categorize tickets based on their nature (bugs, technical assistance, enhancement requests, etc.) to identify areas requiring the most support.
-
Average first response time: to assess the duration taken by our team to initially respond to a ticket, recognizing that a swift response is often perceived as excellent service.
What tools can I use to showcase these indicators, and how can I do it?
Thank you in advance.