What metrics can I use for chat support?

What metrics can I use for chat support?

OABPO Blog Team Published on 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.

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#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
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Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

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Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
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#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

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#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
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Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

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#DonateBlood
Open Access BPO
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#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

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Ensure high quality support for your customers: OpenAccessBPO.com/get-started

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Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
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