Which key performance indicator (KPI) is crucial in customer support?

The first call resolution rate is a crucial key performance indicator (KPI) in customer support because it directly reflects the efficiency and effectiveness of the service provided. This metric measures the percentage of customer issues that are resolved during the first interaction with a support representative, without the need for follow-up calls or additional correspondence. High first call resolution rates indicate that the support team is knowledgeable, well-trained, and capable of addressing customer concerns promptly, which in turn contributes to overall customer satisfaction.

When customers can resolve their issues in one interaction, it reduces frustration and enhances their perception of the company's commitment to service. This KPI also has broader implications for the support organization, as higher first call resolution rates can lead to decreased workload over time (fewer repeat calls), improved resource allocation, and ultimately, cost savings for the business.

While customer satisfaction score, average response time, and the number of support tickets are important metrics, they do not directly measure the effectiveness of resolving customer issues on the first attempt to the same extent as the first call resolution rate does.