Track and analyze technical support performance metrics including ticket volumes, resolution times, customer satisfaction, and first contact resolution rates to identify trends and improvement opportunities.
Monitor and evaluate the effectiveness of technical support operations for household electronics through analysis of key performance indicators including ticket volumes, resolution times, customer satisfaction scores, and first contact resolution rates. Identify trends, patterns, and opportunities for process improvement on a monthly basis.
Analysis of monthly ticket volumes and resolution times across product categories to understand support demand patterns and resource utilization.
Questions to Consider:
How do ticket volumes vary by month and product category?
What is the relationship between volume and resolution time?
Are there specific products or issues driving support demand?
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Evaluation of first contact resolution rates and escalation patterns to assess support team effectiveness and identify training needs.
Questions to Consider:
What percentage of issues are resolved on first contact?
Are there common patterns in escalated issues?
How do FCR rates vary by product category?
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Analyze common issues by product category to develop targeted training programs
Review escalation patterns to identify knowledge gaps and training opportunities
Evaluate customer satisfaction drivers through feedback analysis
Assess impact of product launches or updates on support volumes
Review self-service documentation effectiveness
Analyze peak support periods for resource planning
Evaluate support channel effectiveness and preferences
Consider preventive measures for frequently occurring issues