Track and analyze technical support performance metrics focusing on resolution time trends, case volumes, and first contact resolution rates to optimize support efficiency and customer satisfaction.
Monitor and evaluate technical support team performance through resolution time analysis across different priority levels, tracking efficiency metrics and identifying opportunities for process improvement. This monthly analysis helps ensure service level agreements (SLAs) are met and customer satisfaction is maintained.
Examine trends in average resolution time and distribution across priority levels
Questions to Consider:
How do current resolution times compare to historical averages and SLA targets?
What factors are driving changes in resolution time?
Are there specific product areas or issue types causing delays?
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Track first contact resolution rate and its impact on overall support efficiency
Questions to Consider:
What are the primary drivers of successful first contact resolution?
How does FCR vary by issue type or product category?
What training or process improvements could increase FCR?
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Analyze correlation between case complexity and resolution time
Review knowledge base effectiveness for common issues
Assess impact of recent training initiatives on resolution metrics
Evaluate resource allocation across different priority levels
Investigate opportunities for automation and self-service options
Review escalation patterns and their impact on resolution time
Analyze peak volume periods and staffing alignment