How to Monitor a Support Team's Performance

Updated on April 8, 2017
Brad Fattori profile image

Brad is a manager for an enterprise, government and business support team with the second largest ISP in Australia.

Source

Monitoring the performance of your support team allows you to determine if the team is achieving criteria required to support the business's needs. It allows you track improvements or failures within the team, and provides data that allows you to make business decisions.

It’s important to define the criteria which are to be achieved, and set only achievable criteria. Setting an unachievable goal is unmotivating and can result in lowered staff morale. If bonuses or rewards are based on the un-achievable goals, this can further affect the overall satisfaction of your team. Remember a happy team provides greater results!

To define criteria for your support team, it's recommended that you first determine a high-level goal. It should answer the question, "What is the purpose of the support team?"

My team's high-level goal, for example, is:

"To be able to offer a high level of technical support with superior customer service."

Once a high-level goal has been set, you can further break it down for measurable performance targets.

"Superior customer service" can include the following performance targets:

  • Answer times (the time waiting in the queue)
  • Net Promoter Score (NPS)
  • Abandon rates (how often calls in the queue are abandoned)
  • Email quality (quality responses)
  • First-call resolution
  • Response times

"High level of technical support" can include the following:

  • Fast resolution times (fault open time)
  • Certifications
  • First call resolution
  • Fault ownership
  • Fault resolution volume

Breaking down goals allows for more precise targets to be set, with numerically clear figures to achieve. An example may be:

  • Achieve a call abandon rate of 3% per week
  • Achieve an NPS of 70% per month
  • Pass a Cisco certification every six months

Now that targets are set, the progress can be monitored. The way to monitor targets will differ depending on the type of target which has been set. I include some examples below for some common types of targets.

Call-Based Targets

Call-based targets are normally a numerical figure which can be achieved either weekly or monthly. An example target may be based on inbound call volumes.

For example, "Achieve a minimum of 500 inbound calls per month." (I do not like this goal, as it may limit the individual and is variable depending on the circumstances – but it’s a good example).

Since the target has been set, you will need to monitor the progress; a performance target that can't be monitored shouldn't be set in the first place. Most contact centers use software to monitor call volumes and other useful data points. You can use the collected data to monitor the progress of the individual against the set targets, and with historical data you can monitor progress over a period of time.

It's also useful to develop an average for the team, and compare individual performance to the team average. If the overall average is low for the team, it may point to a team-based factor which will require further investigation rather than individual performance failures.

Finally, you need to provide feedback based on the targets set. If a team member often scores low, further work will be needed with the individual to boost their performance. If you do not provide feedback, there is no chance of improvement!

Email-Based Targets

Email targets, also known as cases or tickets, are similar to call based targets. They should be numerical figures and have set achievable targets monitored either weekly or monthly.

For example: "Resolve 1200 tickets each month."

As with call-based goals, monitoring the goal and providing feedback to individuals is key. It's also useful to use the average volume metric as discussed for email-based targets.

Customer-Service-Based Targets

Customer-service-based targets can be based on call statistics, ticket/email quality, call quality (manual checks on calls to review quality interactions with customers) and Net Promoter Scores (NPS).

Customer-service-based goals are extremely useful to determine customer satisfaction and the overall opinion the customers may have of the company and team. The NPS system is designed to collect data based on customers' recommendations of the company to others, and their view of the service received by the individual. Surveys are generated after all interactions with the customer and provide valuable insight to customers satisfaction.

NPS can be measured as a percentage per month, and it's recommended to set a target to work towards. Any score above 0% is good, as it means customers rate the company positively. A score above 50% is great. Any score above 0% is poor and requires investigation into the team's and customers' problems.

You can also obtain valuable information via call-quality and ticket-quality checks. You need to set criteria to rate on, and then check the quality performance of the calls or tickets based on the set criteria. The team should be aware of the criteria, and be managed towards meeting the targets. As previously mentioned, you should collect and store data to show historical trends for analysis.

Conclusion

There are many methods to monitor support performance, and you will need to decide which areas are most important to focus on.

Make the team aware of the targets, and monitor performance at agreed times. Most important, provide feedback and work with staff to achieve the targets set.

Comments

    0 of 8192 characters used
    Post Comment

    No comments yet.

    working

    This website uses cookies

    As a user in the EEA, your approval is needed on a few things. To provide a better website experience, toughnickel.com uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

    For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at: "https://toughnickel.com/privacy-policy#gdpr"

    Show Details
    Necessary
    HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
    LoginThis is necessary to sign in to the HubPages Service.
    Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
    AkismetThis is used to detect comment spam. (Privacy Policy)
    HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
    HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
    Amazon Web ServicesThis is a cloud services platform that we used to host our service. (Privacy Policy)
    CloudflareThis is a cloud CDN service that we use to efficiently deliver files required for our service to operate such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
    Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the googleapis.com or gstatic.com domains, for performance and efficiency reasons. (Privacy Policy)
    Features
    Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
    Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
    Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
    Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
    Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
    VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
    PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
    Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
    MavenThis supports the Maven widget and search functionality. (Privacy Policy)
    Marketing
    Google AdSenseThis is an ad network. (Privacy Policy)
    Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
    Index ExchangeThis is an ad network. (Privacy Policy)
    SovrnThis is an ad network. (Privacy Policy)
    Facebook AdsThis is an ad network. (Privacy Policy)
    Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
    AppNexusThis is an ad network. (Privacy Policy)
    OpenxThis is an ad network. (Privacy Policy)
    Rubicon ProjectThis is an ad network. (Privacy Policy)
    TripleLiftThis is an ad network. (Privacy Policy)
    Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
    Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
    Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisement has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
    Statistics
    Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
    ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
    Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)