The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
Team SLA Adherence
The percentage of client tickets your team resolves within the agreed Service Level Agreement times.
Target · >98% If your team handles 100 tickets in a week and 99 are resolved within SLA, that's 99% adherence. We're aiming for near-perfect here because it directly impacts client trust.
Ticket Escalation Rate (to Tier 2/Engineering)
The percentage of tickets your team has to 'escalate' to a more senior or technical team, which you'll work to reduce.
Target · <10% (with a 5% reduction quarter-on-quarter) If your team escalates 15 out of 100 tickets this month, and next month it's 10 out of 100, you've hit a 33% reduction, which is brilliant. It means your team is getting better at solving things themselves.
Knowledge Base Contribution & Quality
How many new or updated articles your team publishes to our internal and external knowledge bases, and how useful they are.
Target · Minimum 5 new/updated articles per month (per team member), with a >80% 'helpful' rating. Your team publishes 6 new articles this month. If 85% of users mark them as 'helpful,' you're nailing it. This is about making sure future clients (and team members) can self-serve.
Client Satisfaction (CSAT) for Escalated Issues
The average satisfaction score from clients whose issues you or your direct reports handled after an initial escalation.
Target · >4.7/5.0 A client had a really tricky bug, but your clear communication and effective resolution meant they still gave you a 5/5. This shows you can turn a bad situation into a positive experience.
Team Effectiveness & Morale
How well your team works together, their overall job satisfaction, and their ability to handle pressure.
- Regular positive feedback from team members in 1-to-1s, low team attrition, active participation in team meetings, willingness to support each other, and positive feedback from other departments about your team's collaboration. You'll see this in how they tackle challenges, not just how they complain.
Process Improvement & Adoption
Your ability to identify inefficiencies in our support processes and successfully implement changes that make things smoother.
- Documented proposals for process changes, successful pilot programmes, measurable time savings or error reductions after implementation, and positive feedback from the team that the new process actually helps them. People will actually use the new process, not just nod along.
Stakeholder Feedback on Process Design
How well your proposed process changes are received and supported by other teams like Product, Engineering, or Sales.
- Other teams actively seeking your input on their processes, positive comments in cross-functional meetings about your problem-solving approach, and quick agreement on changes you suggest. They'll see you as someone who gets things done, not just complains.
Coaching & Mentorship Impact
How effectively you develop your direct reports, helping them grow their skills and confidence.
- Direct reports showing measurable improvement in their FCR or AHT, taking on more complex tasks, positive feedback from them about your guidance, and their ability to independently solve problems they used to escalate. You'll see them 'level up' because of your help.
