Every organization needs a governing and an operating support to manage the goals. So to manage the goal and to monitor the performance of the employee OKR tools has to be used, as it acts as a bridge between the strategy and the achievement of goals that disciplines the execution of ideas.
Customers are the prized possession of an organization, and we should definitely deliver amazing customer support by providing them with amazing services. The core purpose of a business is to delight customers and this blog will guide you to deliver amazing customer support with OKRs & KPIs.
Below are some potential KPIs for measuring the success of the customer support team:
1. Average issue resolution time
Your average issue resolution time can play a big part in customer satisfaction. If your organization is taking 7 days on average to resolve an issue, reducing it by 50% to about 3-4 days will be a huge improvement. The quicker these issues get resolved, the happier your customers will be.
2. First contact resolution rate
A low First Contact Resolution rate (FCR) means the customers are making more than one attempt to get their issues resolved. This increases support center costs and also decreases the customer satisfaction score. Improving the current FCR rate from 10% to 40% will greatly improve your team’s efficiency and ultimately, your customer satisfaction score.
3. Customer satisfaction score
Your current Customer Satisfaction Score (CSAT) is a great indicator of your customers’ happiness with your organization. If your score is currently 7.0, push your team to increase it to 9.0. Happy customers often refer and recommend the service/product to others, directly impacting the overall success of your business.
With these units of measurement, customer support teams can then develop an OKR to improve their organization. A customer support OKR will look like:
- KR1: Increase Customer Satisfaction Score from 7.0 to 9.0.
- KR2: Decrease Average Resolution Time from 44 to 24 hours.
- KR3: Achieve a minimum First Contact Resolution rate of 40 %.
Objective: Amazing Customer Support