Track and analyze key technical support metrics including ticket volumes, resolution times, customer satisfaction, and first contact resolution rates to ensure service quality and identify areas for improvement.
Report Objective
Monitor and evaluate technical support performance metrics on a weekly basis to maintain service quality, optimize resource allocation, and improve customer satisfaction for household electronics support operations.
Ticket Volume and Resolution Time Trends
Analysis of weekly ticket volumes and average resolution times to assess workload and efficiency.
Questions to Consider:
How has ticket volume changed week-over-week?
Are there specific product categories driving volume increases?
How do resolution times correlate with ticket volumes?
Are there seasonal patterns in support demand?
What is the week-over-week change in ticket volume?
Are there any notable spikes or patterns in demand?
How does current volume compare to historical averages?
Which product categories generate the most support tickets?
How do resolution times vary by product category?
Are there opportunities for proactive support in high-volume categories?
Customer Satisfaction and Service Quality
Tracking of CSAT scores and first contact resolution rates to evaluate service effectiveness.
Questions to Consider:
How are CSAT scores trending across different product categories?
What is the relationship between resolution time and satisfaction?
Are there specific issues impacting customer satisfaction?
How effective is first contact resolution?
What is the overall trend in customer satisfaction?
How do CSAT scores correlate with resolution times?
Are there specific weeks with notable changes in satisfaction?
How effective is first contact resolution?
What is the relationship between FCR and escalation rates?
Are there opportunities to improve first contact resolution?
Support Categories and Escalations
Distribution of tickets across product categories and analysis of escalation rates.
Questions to Consider:
Which product categories require the most support?
Are there patterns in escalation rates by product type?
How do different categories compare in resolution time?
Are there opportunities for self-service solutions?
Which categories have the longest resolution times?
How do resolution times correlate with ticket volumes?
Are there opportunities to streamline resolution for specific categories?