How do you measure the quality of support agnets?
Thought Leader 
Hi everyone
Our support team currently uses KPI's that are pretty standard for support teams. Namely:
We are a very technical company and sometimes support tickets take a while to solve. Since our engineers have the freedom to go anywhere and talk to anyone in the company we see times where an engineer works on one ticket for a few days, while other tickets might take only a few minutes to handle
This can skew the actual performance of an agent in terms of the number of tickets he does in a given time. Because of that, we feel that it might be beneficial to also measure the effort, or quality put in a support response.
I've tried looking around for KPI's to measure that but didn't see anything in useful.
I'm wondering do you measure the quality/effort put in a support ticket? If so how are you measuring that?
Thanks!
Our support team currently uses KPI's that are pretty standard for support teams. Namely:
- 1st response time
- 2nd+ response times
- CSAT score from customers
We are a very technical company and sometimes support tickets take a while to solve. Since our engineers have the freedom to go anywhere and talk to anyone in the company we see times where an engineer works on one ticket for a few days, while other tickets might take only a few minutes to handle
This can skew the actual performance of an agent in terms of the number of tickets he does in a given time. Because of that, we feel that it might be beneficial to also measure the effort, or quality put in a support response.
I've tried looking around for KPI's to measure that but didn't see anything in useful.
I'm wondering do you measure the quality/effort put in a support ticket? If so how are you measuring that?
Thanks!