Support teams cannot see every conversation, so they use measurements to understand how customers are being served. Adverts in Ghana often mention KPIs (key performance indicators) and targets, and interviewers may ask what you know about them. Understanding the common measures helps you meet your targets and, just as important, helps you see when chasing a number would hurt a customer.
The common measures
- First response time. How long a customer waits before getting a first reply. Important in chat, WhatsApp, email and social media.
- Average handling time. How long a contact takes from start to finish, including after call work such as notes.
- First contact resolution. Whether the problem was solved in the first contact, without the customer having to come back.
- Customer satisfaction score (CSAT). Customers answer a short question after the contact, such as "How satisfied were you?" on a simple scale.
- Service level. Whether contacts are answered within an agreed time. A service level agreement, or SLA, is a promise about response or resolution times, either to customers or between teams.
- Quality score. The score from a quality review of your calls or chats.
- Adherence. Whether you are logged in and available when your schedule says you should be.