What metrics can I use for chat support?

What metrics can I use for chat support?

May 12, 2014

OpenAccessBPO--Live-chat-support
What key performance indicators can you apply to a live chat support team? Let’s see some of the KPIs used by Open Access BPO’s non-voice customer service unit.
A live chat support team is, in a manner of speaking, like a call center team— they both attend to chat customers and provide solutions to product-related concerns sent via their respective channels. The performance of both chat support representatives and call center agents are measured to ensure that all team members comply with the set rules and guidelines, and meet customer service standards.

OpenAccessBPO--Live-chat-support--

This is why chat-based customer support teams use the same key performance indicators (KPI) used in voice-based work. These include:

•   Number of available agents

•   Number of chats/tickets on queue

•   Average handle time

•   Session (chat) abandonment rate

•   Hold time

•   Answer time

There are, however, certain metrics that uniquely measure the performance of chat support representatives. There are also some that gauge the efficiency of chat programs as part of a multi-channeled call center solution. Here are some of those KPIs:

• Percentage of customers who initially contacted chat support

This counts the number of customers who used chat as the primary channel to reach a company to ask for assistance.

• Percentage of cases resolved in chat

As the name suggests, this is the number of successfully resolved problems that were sent and processed through chat.

• Live chat to voice switch rate

OpenAccessBPO--Live-chat-support---

This measures the percent of chat sessions that transfer to phone-based agents. This metric can also find out whether the transfer is due to the customer’s dissatisfaction with the non-voice tool or the necessity to use calls after chat to complete the transaction.

• Average concurrent chat sessions

This KPI indicates the average number of customers a representative handles all at once. As the capability to simultaneously conduct multiple sessions is one of the key benefits of live chat, this metric can tell if the tool can prove its promised economic advantage.

• Maximum concurrent chat sessions

Instead of the average, this counts the most number of customers an agent can attend to at one time. This mainly measures a representative’s ability to utilize live chat’s multitasking feature, and it also determines the number of sessions that each agent is assigned with.

Using call center KPIs to measure the performance of non-voice agents is a wise move for companies that want to monitor and assess the performance of their employees accurately. Getting the most out of live chat, however, requires a wise combination of voice-applicable and chat-specific KPIs.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO7 hours ago
Wishing our colleagues, friends and family celebrating a happy #RoshHashanah. May you find joy, peace, and love in this new year.

#WeSpeakYourLanguage #OAHolidays #RoshHashanah5781
Open Access BPO
Open Access BPO11 hours ago
Customer data present a rich opportunity for #brands to create lasting impressions upon their target demographic. Here's how you can manage crucial information better to achieve a 360-degree view of your customers: https://zcu.io/VWID

#WeSpeakYourLanguage #CustomerExperience
Open Access BPO
Open Access BPO1 day ago
We are on #LinkedIn! Follow Open Access BPO to catch up on the latest company news, industry insights, features, and blog updates every week.

Like, share, and comment on our posts to find like-minded people who you can exchange valuable conversations with: https://zcu.io/sxAl

#WeSpeakYourLanguage #OpenAccessBPOConnect
Open Access BPO
Open Access BPO2 days ago
Customers gravitate toward fast and convenient purchase methods. Amplify your #CustomerService strategy to ensure #CustomerSatisfaction and avoid getting repeat complaints: https://zcu.io/KWQZ

#WeSpeakYourLanguage #CustServ #CustomerExperience
Open Access BPO
Open Access BPO3 days ago
Having a single view of the customer allows brands to see all the issues encountered by clients. This equips the business with a deeper understanding of customers' problems, enabling faster #CallCenter resolution: https://zcu.io/mag0

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO4 days ago
The growing number of #CustomerService cases resolved via #SocialMedia proves that the Internet has become the go-to channel for new generation consumers. Here's how you can supercharge your brand's social media customer support: https://zcu.io/wzqS

#WeSpeakYourLanguage