How do you measure the quality of support agnets?
Thought Leader 
Updated by Heather Wendt
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!