The main indicators data of the effectiveness of customer service are:

  • - the number of received requests;
  • - the number of responses the contact center gave
  • - correlation between the number of answers of your agents and the client (this allows you to understand how well you understand the client and his questions, as well as how quickly you would help him - in an ideal world, the client is happy if you helped him with the first answer);
  • - average time to first response;
  • - average time to execute;
  • - average time to first response by SLA;
  • - average to execute for SLA;

The thing is that it is important to get these data in completely different variations. There can be infinite amount of examples; here are some of them:

  • - you have created a classification of requests and it is important to find out on which topic are problems most common to appear in order to eliminate the cause of these requests;
  • - you want to know from which client the most requests come from;
  • - a combination of communication channels and types of requests (for example, this way you can find out which is the most popular topic between the clients from Facebook);
  • - the combination of the request date and type, to identify when you started having problems with a specific topic;
  • - any combinations about violation of SLA;
  • - any combinations in relation to CSAT (customer satisfaction level) can, for example, help you to understand that customers are mostly not satisfied with the answers of the second line of support or on a specific issue;
  • - any dependencies, taking into consideration the number of customer responses in the conversation;

This report will allow you to analyze in detail what is happening with the customer service, find weaknesses and do everything possible to improve!
More details on the possibilities of this report can be found at the link: