Service KPIs - 18 Things to Consider

Key performance indicators (KPIs) may have many different names (objectives, metrics, targets or personal goals) and they can be either a framework to customer service success or a ball and chain which removes an agent and managers flexibility and creativity. If you define success as delivering exceptional customer service then the KPIs should be a tool helping to provide the insight needed to do this.

Customer service and Sales environments have a huge number of different targets that are used and some of these may simply be just legacy objectives which have always been used to measure operational success.

Here we look at some of the most regularly used and think about whether they really earn the value that is placed upon them. There are also some questions to ask yourself about each of these targets, and one question should be applied to them all.