{"id":12322,"date":"2024-08-28T23:34:36","date_gmt":"2024-08-28T23:34:36","guid":{"rendered":"https:\/\/collegeguide.co.za\/?page_id=12322"},"modified":"2024-08-28T23:34:36","modified_gmt":"2024-08-28T23:34:36","slug":"kpis-customer-service","status":"publish","type":"page","link":"https:\/\/uni1.co.za\/articles\/kpis-customer-service\/","title":{"rendered":"KPIs Customer Service"},"content":{"rendered":"\n<div class=\"advads-atf\" style=\"margin-top: 15px;margin-bottom: 20px;\" id=\"advads-105035410\"><script async src=\"https:\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js?client=ca-pub-9198760278752355\"\n     crossorigin=\"anonymous\"><\/script>\n<!-- Responsive ads atf -->\n<ins class=\"adsbygoogle\"\n     style=\"display:block\"\n     data-ad-client=\"ca-pub-9198760278752355\"\n     data-ad-slot=\"8381596201\"\n     data-ad-format=\"auto\"\n     data-full-width-responsive=\"true\"><\/ins>\n<script>\n     (adsbygoogle = window.adsbygoogle || []).push({});\n<\/script><\/div><p>Customer Service KPIs are measurable values used by Customer Service Teams to track and determine their progress on specific business objectives. These KPIs help determine how well Customer Service Teams are performing. Measuring your customer service performance gives you access to some of the most important leading KPI indicators for your business. These, in turn, will go on to influence things like your sales and your customer retention. Additionally, it will help you to manage your customer service team more efficiently, potentially reducing cost and driving increased job satisfaction. See how Customer Service KPIs fit into an overall Customer Service Strategy in our free template.<\/p>\n\n\n\n<p>We&#8217;ve created a whole bunch of KPIs as part of our KPI examples mini-series. This post is a small supplement to that series, which provides 12 of the most common customer service KPIs, we also include a brief description of why you may want to use each. We suggest you pick at least 2 KPIs for each of your key business objectives.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Customer Service KPI Examples<\/h2>\n\n\n\n<p>We&#8217;ve identified 3 key areas where we think KPIs will have the biggest impact on the success of your customer service team. These are, Customer Satisfaction, Operational Efficiency and Business Value KPIs. Hence, we&#8217;ve created 12 examples of KPIs for Customer Service in these areas.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Customer Service KPIs for understanding Customer Satisfaction<\/h3>\n\n\n\n<p>These examples of KPIs for customer service will help you understand how happy your customer is overall. Customer satisfaction can, of course, have a huge influence on the entire organization, including the bottom line. An unhappy customer is less likely to come back&#8230;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Customer Service KPIs: Number of Support Tickets &amp; Complaints<\/h4>\n\n\n\n<p>It\u2019s important for customer service teams to measure the number of new issues\/support tickets\/complaints being generated every day, week, and month. This allows you to understand if these new issues correlate to any new business developments such as new product launch. If the number of new issues spikes up, you might need to investigate and resolve the root cause.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Customer Service KPIs: Customer Satisfaction Score<\/h4>\n\n\n\n<p>A customer service department needs to keep track of your customer satisfaction (CSAT) score. This customer service KPI measures the performance of your customer service department. You can achieve this by issuing a mini-survey to your customers after they have completed an experience with your service. You need to take it seriously and don\u2019t rely on email feedback alone as your survey mechanism<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Customer Service KPIs: First Contact Resolution (FCR)<\/h4>\n\n\n\n<p>FCR measures the percentage of support issues resolved by the customer service department upon first contact with a customer. For web chats or live calls, this means your agent resolved the issue before the customer ended the chat session or hung up the phone. FCR is calculated by dividing the number of issues resolved by the customer service department on first contact by the total number of customer contacts with the department. Issues are deemed \u201cresolved\u201d if the customer says they are resolved. As a result with this information, you can narrow down to issues that aren\u2019t being resolved on the first contact and address the root cause.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Customer Service KPIs: Net Promoter Score<\/h4>\n\n\n\n<p>Customers who are very satisfied or even delighted with your customer service will often go a step further and recommend your business to their friends and contacts. Their likelihood to do this can be measured using Net Promoter Score. This can be a great way to measure the performance of your customer service. We wrote extensively about NPS in one of our previous KPI guides, so check that out for more information.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Customer Service KPIs: Abandon Rate of Calls &amp; Chats<\/h4>\n\n\n\n<p>Analyzing the abandon rate can help customer service departments decide what measures need to be taken to address the issue. Consequently, the CS department may agree ring-backs should be implemented where a customer has an option to request a call back after holding on to a queue. Additionally, abandon rates can help you optimize resources such as utilizing staff from other departments during peak hours.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Customer Service KPIs for understanding Operational Efficiency<\/h3>\n\n\n\n<p>How efficient your team operates will have a direct effect on the customer satisfaction and likewise on the overall business value the customer service team bring to the table. These examples of KPIs for Customer Service are all about helping you to understand how the team&#8217;s speed influences the performance overall.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Customer Service KPIs: Average Resolution Time<\/h4>\n\n\n\n<p>Great customer service is synonymous with timely resolution of issues. Therefore, if your department responds to customer queries faster, they will be happier with your services and will be more likely to stick around for long. If the department is unable to keep the resolution time low, it might be an indication that your team is understaffed.<br>Companies that make their customers wait on hold for long periods of time, will struggle to please their customers. This is actually a major cause of client resentment and dissatisfaction across the globe.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Customer Service KPIs: Cost per Call (Contact)<\/h4>\n\n\n\n<p>The cost per call is essentially the cost associated with a customer call (or live chat) arriving and being picked by a contact center agent. The basic cost per call can be calculated by dividing the number of calls per hour by an agent\u2019s hourly wage. This helps you determine the additional costs associated with handling extra calls. If the number of support calls reach a certain level, companies can hire additional agents to alleviate the pressure.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Customer Service KPIs: Average After Call Work Time<\/h4>\n\n\n\n<p>In most customer service departments, the work doesn\u2019t end when a customer disengages the call. In many cases, agents will spend some more time informing colleagues about the call, sending emails and updating the database. Therefore, \u201cafter call work time\u201d is the time a customer agent spends wrapping up a transaction at the end of customer call. Most managers will want to reduce this time so as to minimize the cost of interaction with a customer.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Customer Service KPIs: Training Investment per Employee<\/h4>\n\n\n\n<p>Whilst this is very much a lead indicator, you should closely monitor how much you&#8217;re investing in training and development. If you invest too little, it&#8217;s likely that you&#8217;ll either (a) struggle to develop top talent internally or (b) have top talent leave to pursue training and development opportunities elsewhere. Again, it&#8217;s hard to say what a good number is here, but at Cascade we&#8217;re aiming for a spend of around $2,000 per employee per year on direct training and development.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Customer Service KPIs: Wait Time for Callers<\/h4>\n\n\n\n<p>Having to wait in queues for endless minutes can be quite frustrating. Therefore, organization&#8217;s should ensure the average call wait time for support is within an acceptable range. Calculate this customer service KPI by dividing the total time customers wait in call queues by the total number of customer calls answered.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Customer Service KPIs: Customer Callbacks<\/h4>\n\n\n\n<p>This is the measure of the number of repeated calls or support tickets from a customer within seven days from their first contact. The customer callback KPI encourages agents to resolve current as well as future (anticipated) issues. Therefore, any potential future issue anticipated by the agent, will be addressed comprehensively and proactively. In essence, don\u2019t just react to the complaints and issues that clients are raising now.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Customer Service KPIs for understanding the Business Value<\/h3>\n\n\n\n<p>Ultimately the goal of the organization is that every team brings significant business value and there are many KPIs that can help you measure that within Customer Service, but the below examples of KPIs for customer service provide a solid benchmark to work from.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Customer Service KPIs: Conversion Rate<\/h4>\n\n\n\n<p>Conversion is one of the most important aspects of any business, both online and offline. This helps you to find out how likely a customer is to take a specific \u2018favorable\u2019 action after interacting with your customer service agents. The action could be to make a purchase, subscribe to a service, fill a form, make a donation, etc. This number will likely be higher if your customer service department is performing well.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Customer Service KPIs: Customer Retention<\/h4>\n\n\n\n<p>Many times customer retention depends on the quality of service and products offered. Even more, what can ultimately count the most is the experience the customer gets while dealing with your business on a human level. Customer service agents are your front line ambassadors. For that reason, their interactions with customers while offering requested information or resolving arising issues will determine whether customers will stick around or look elsewhere.<\/p>\n\n\n\n<p>There are many more parameters and examples of KPIs for Customer Service that might be useful to your business, but the above 12 examples are a great place to start. I hope that these examples of KPIs for Customer Service offered some useful insights for your business. Our free template provides an example Customer Service Strategy that is able to be edited. This enables you to trial your own customer service strategy and test KPIs within!<\/p><div class=\"advads-content\" id=\"advads-4165389470\"><div style=\"width: 300px; padding: 20px; margin: 0 auto; border: 1px solid #ddd; border-radius: 8px; background-color: #f9f9f9; text-align: center; font-family: Arial, sans-serif;\">\r\n    <p style=\"font-size: 16px; margin: 0 0 10px;\">Need Information or Confused about Something ? <\/p>\r\n    <a href=\"https:\/\/onlineapplications.co.za\/ask\/\" style=\"display: inline-block; padding: 10px 20px; background-color: #007BFF; color: #fff; text-decoration: none; border-radius: 4px; transition: background-color 0.3s;\">Ask a Question<\/a>\r\n<\/div>\r\n<\/div><div class=\"advads-btf\" style=\"margin-top: 15px;margin-bottom: 20px;\" id=\"advads-307234341\"><script async src=\"https:\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js?client=ca-pub-9198760278752355\"\n     crossorigin=\"anonymous\"><\/script>\n<!-- Responsive ads btf -->\n<ins class=\"adsbygoogle\"\n     style=\"display:block\"\n     data-ad-client=\"ca-pub-9198760278752355\"\n     data-ad-slot=\"5513273173\"\n     data-ad-format=\"auto\"\n     data-full-width-responsive=\"true\"><\/ins>\n<script>\n     (adsbygoogle = window.adsbygoogle || []).push({});\n<\/script><\/div>\n<div class=\"advads-cpc\" id=\"advads-1508661324\"><p>&nbsp;<\/p>\n<hr \/>\n<p>Sponsored Guide<\/p>\n<hr \/>\n<p><strong>Complete Guide to NSFAS Online Loan Application for South African Students (2025)<\/strong><\/p>\n<p>If you are a South African student looking to pursue higher education but are facing financial difficulties, the <strong>National Student Financial Aid Scheme (NSFAS)<\/strong> is one of the most accessible funding options available. NSFAS provides financial aid in the form of <strong>bursaries and loans<\/strong> to qualifying students at public universities and TVET colleges in South Africa.<\/p>\n<p>This guide will walk you through <strong>everything you need to know about the NSFAS loan application process<\/strong>, from eligibility requirements to application steps and frequently asked questions.<\/p>\n<hr \/>\n<h2>\ud83d\udccc What is NSFAS?<\/h2>\n<p>The <strong>National Student Financial Aid Scheme (NSFAS)<\/strong> is a government-funded financial aid scheme aimed at helping students from low- and middle-income households to access tertiary education without the burden of upfront fees.<\/p>\n<p>NSFAS <strong>offers both bursaries and income-contingent loans<\/strong>:<\/p>\n<ul>\n<li><strong>Bursaries<\/strong>: For eligible students who meet academic and household income criteria (especially for TVET and university students).<\/li>\n<li><strong>Loans<\/strong>: For students who do not meet all bursary criteria or who are pursuing postgraduate qualifications not funded under bursary schemes.<\/li>\n<\/ul>\n<hr \/>\n<h2>\u2705 Who Qualifies for an NSFAS Loan?<\/h2>\n<p>To qualify for an NSFAS loan (especially for postgraduate students or programs not funded under the bursary system), you must:<\/p>\n<ul>\n<li>Be a <strong>South African citizen<\/strong>.<\/li>\n<li>Be <strong>financially needy<\/strong>, with a household income of <strong>less than R350,000 per year<\/strong>.<\/li>\n<li>Have a <strong>valid South African ID<\/strong>.<\/li>\n<li>Be <strong>enrolled or accepted<\/strong> to study at a <strong>public university or TVET college<\/strong>.<\/li>\n<li>Not be funded through another bursary program that covers all expenses.<\/li>\n<li>Maintain satisfactory <strong>academic progress<\/strong> (returning students).<\/li>\n<\/ul>\n<hr \/>\n<h2>\ud83d\udcda Courses Funded by NSFAS<\/h2>\n<p>NSFAS primarily funds <strong>undergraduate qualifications<\/strong>, but certain <strong>postgraduate programs (e.g., PGCE, postgraduate diplomas in education, and professional courses like LLB)<\/strong> may be considered under the <strong>NSFAS loan scheme<\/strong>, not bursaries.<\/p>\n<p>If you\u2019re studying:<\/p>\n<ul>\n<li><strong>Undergraduate degree or diploma<\/strong>: You are likely eligible for a full NSFAS bursary.<\/li>\n<li><strong>Postgraduate study<\/strong>: You may qualify for a loan, depending on the course and funding availability.<\/li>\n<\/ul>\n<hr \/>\n<h2>\ud83d\udcc4 Required Documents for NSFAS Application<\/h2>\n<p>When applying, make sure you have the following documents scanned and ready:<\/p>\n<ol>\n<li><strong>Certified copy of your South African ID or Smart Card<\/strong>.<\/li>\n<li><strong>Parent(s) or guardian(s) ID documents<\/strong>.<\/li>\n<li><strong>Proof of income<\/strong> (latest payslips, UIF, or affidavit if unemployed).<\/li>\n<li><strong>Consent Form<\/strong> signed by your parent(s)\/guardian(s) to allow NSFAS to verify income.<\/li>\n<li><strong>Proof of registration or acceptance at a public institution<\/strong>.<\/li>\n<li><strong>Academic transcripts<\/strong> (for continuing or postgraduate students).<\/li>\n<\/ol>\n<hr \/>\n<h2>\ud83d\udda5\ufe0f How to Apply for an NSFAS Loan Online<\/h2>\n<h3>Step-by-Step NSFAS Online Application Process (2025)<\/h3>\n<ol>\n<li>\n<h3><strong>Visit the NSFAS Website<\/strong><\/h3>\n<p>Go to: <a href=\"https:\/\/www.nsfas.org.za\/\">https:\/\/www.nsfas.org.za<\/a><\/li>\n<li>\n<h3><strong>Create an Account<\/strong><\/h3>\n<ul>\n<li>Click on <strong>\u201cMyNSFAS\u201d<\/strong> and register your profile.<\/li>\n<li>You\u2019ll need a <strong>valid email address<\/strong> and <strong>South African cellphone number<\/strong>.<\/li>\n<li>Choose a strong password and verify your account via email or SMS.<\/li>\n<\/ul>\n<\/li>\n<li>\n<h3><strong>Login and Start the Application<\/strong><\/h3>\n<ul>\n<li>After registration, log in to your <strong>MyNSFAS<\/strong> account.<\/li>\n<li>Click on <strong>\u201cApply\u201d<\/strong> to begin a new application.<\/li>\n<\/ul>\n<\/li>\n<li>\n<h3><strong>Fill in Your Personal Details<\/strong><\/h3>\n<ul>\n<li>Input your <strong>ID number<\/strong>, name, surname, and other details exactly as they appear on your ID.<\/li>\n<li>Provide <strong>household income information<\/strong> and living arrangements.<\/li>\n<\/ul>\n<\/li>\n<li>\n<h3><strong>Upload Required Documents<\/strong><\/h3>\n<ul>\n<li>Upload all supporting documents in <strong>PDF or JPEG format<\/strong>.<\/li>\n<li>Each document must be clear and under the size limit specified.<\/li>\n<\/ul>\n<\/li>\n<li>\n<h3><strong>Submit Your Application<\/strong><\/h3>\n<ul>\n<li>Review your application for accuracy.<\/li>\n<li>Click <strong>\u201cSubmit\u201d<\/strong> and wait for a confirmation message.<\/li>\n<\/ul>\n<\/li>\n<li>\n<h3><strong>Track Your Application<\/strong><\/h3>\n<ul>\n<li>Log in regularly to check your application status.<\/li>\n<li>You will be notified via SMS and email at each stage of the process.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<hr \/>\n<h2>\ud83d\uddd3\ufe0f Important NSFAS Dates (2025)<\/h2>\n<ul>\n<li><strong>Application Opening Date<\/strong>: September 1, 2025<\/li>\n<li><strong>Application Deadline<\/strong>: January 31, 2026<\/li>\n<li><strong>Appeals Period<\/strong>: February 2026 (if rejected)<\/li>\n<li><strong>Disbursement<\/strong>: After registration and approval<\/li>\n<\/ul>\n<p><em>Note: Dates are subject to change; always confirm on the official NSFAS website.<\/em><\/p>\n<hr \/>\n<h2>\ud83d\udcb8 What Does the NSFAS Loan Cover?<\/h2>\n<p>NSFAS funding typically includes:<\/p>\n<ul>\n<li><strong>Tuition fees<\/strong><\/li>\n<li><strong>Registration fees<\/strong><\/li>\n<li><strong>Accommodation (if living away from home)<\/strong><\/li>\n<li><strong>Meals and transport<\/strong><\/li>\n<li><strong>Learning materials (e.g., textbooks)<\/strong><\/li>\n<\/ul>\n<p>For <strong>loans<\/strong>, repayment is only required <strong>once you start working and earn above a threshold<\/strong> (around R30,000 annually, but subject to change).<\/p>\n<hr \/>\n<h2>\ud83d\udd04 NSFAS Loan Repayment<\/h2>\n<p>Repayments are:<\/p>\n<ul>\n<li><strong>Income-contingent<\/strong> \u2013 you only repay when you can afford to.<\/li>\n<li>Administered by <strong>DHET (Department of Higher Education and Training)<\/strong>.<\/li>\n<li><strong>Interest-bearing<\/strong>, but interest rates are low and favorable.<\/li>\n<\/ul>\n<p>You can also apply for a <strong>partial loan conversion to a bursary<\/strong> if you perform well academically.<\/p>\n<hr \/>\n<h2>\ud83d\udd01 How to Appeal a Rejected NSFAS Application<\/h2>\n<p>If your application is rejected, you may submit an appeal via your MyNSFAS portal:<\/p>\n<ol>\n<li>Log into your MyNSFAS account.<\/li>\n<li>Click on <strong>\u201cTrack Funding Progress\u201d<\/strong>.<\/li>\n<li>If rejected, click on <strong>\u201cSubmit Appeal\u201d<\/strong>.<\/li>\n<li>Upload any missing or corrected documents.<\/li>\n<li>Provide a clear explanation or motivation.<\/li>\n<\/ol>\n<hr \/>\n<h2>\ud83d\udcf1 NSFAS Contact Information<\/h2>\n<ul>\n<li><strong>Website<\/strong>: <a href=\"https:\/\/www.nsfas.org.za\/\">https:\/\/www.nsfas.org.za<\/a><\/li>\n<li><strong>Email<\/strong>: <a href=\"mailto:info@nsfas.org.za\">info@nsfas.org.za<\/a><\/li>\n<li><strong>Toll-Free Number<\/strong>: 08000 67327 (Monday\u2013Friday, 8 AM\u20135 PM)<\/li>\n<li><strong>Twitter<\/strong>: <a href=\"https:\/\/twitter.com\/myNSFAS\">@myNSFAS<\/a><\/li>\n<li><strong>Facebook<\/strong>: <a href=\"https:\/\/www.facebook.com\/myNSFAS\">NSFAS<\/a><\/li>\n<\/ul>\n<hr \/>\n<h2>\ud83d\udcdd Final Tips Before Applying<\/h2>\n<ul>\n<li>Apply <strong>early<\/strong> to avoid system overload near the deadline.<\/li>\n<li>Use <strong>your own email and cellphone number<\/strong> (do not use someone else\u2019s).<\/li>\n<li>Double-check that all your documents are <strong>certified and legible<\/strong>.<\/li>\n<li>Keep a <strong>copy of your submission confirmation<\/strong> for reference.<\/li>\n<\/ul>\n<hr \/>\n<p>By following this guide, you can confidently apply for NSFAS funding and move one step closer to achieving your academic and career dreams\u2014without the burden of immediate financial pressure.<\/p>\n<p>&nbsp;<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Customer Service KPIs are measurable values used by Customer Service Teams to track and determine their progress on specific business objectives. These KPIs help determine how well Customer Service Teams are performing. Measuring your customer service performance gives you access to some of the most important leading KPI indicators for your business. These, in turn,\u2026 <span class=\"read-more\"><a href=\"https:\/\/uni1.co.za\/articles\/kpis-customer-service\/\">Read More &raquo;<\/a><\/span><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-12322","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/uni1.co.za\/articles\/wp-json\/wp\/v2\/pages\/12322","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/uni1.co.za\/articles\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/uni1.co.za\/articles\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/uni1.co.za\/articles\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/uni1.co.za\/articles\/wp-json\/wp\/v2\/comments?post=12322"}],"version-history":[{"count":0,"href":"https:\/\/uni1.co.za\/articles\/wp-json\/wp\/v2\/pages\/12322\/revisions"}],"wp:attachment":[{"href":"https:\/\/uni1.co.za\/articles\/wp-json\/wp\/v2\/media?parent=12322"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}