Skip to content
Key Performance Indicators (KPIs) refer to a set of quantifiable metrics that allow you to gauge the performance of various teams in your company, over a given period. KPIs help you evaluate your company’s performance against your predefined goals as well as the industry standards.
In the context of customer service, KPIs can give you cues into:
- How quickly your agents resolve queries (Average Resolution Times)
- How long your customers have to wait to get a response from your agents (Average Wait Times)
- How many of your customers have stopped using your products or services (Customer Churn)
- How many of your customers you are able to retain (Customer Retention)
- How much effort customers have to put in to get their issues resolved (Customer Effort Score)
- How many customers are satisfied and delighted with your customer service (Customer Satisfaction Score, Net Promoter Score, etc.)
