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.
Customer Satisfaction (CSAT)
The average score customers give your interactions after an issue is resolved.
Target · Achieve an average score of 90% or higher. If you handle 50 customer interactions in a week, and 47 of them result in a 'satisfied' or 'very satisfied' rating, you're hitting around 94% CSAT. We're looking for consistent high scores here.
First Contact Resolution (FCR)
The percentage of customer issues you resolve in a single interaction, without needing a follow-up or escalation.
Target · Resolve 75%+ of issues on the first touch. Out of 100 complex tickets you pick up, you manage to sort out 80 of them completely on the first go. That's 80% FCR, which is brilliant because it means less hassle for the customer and less work for us later.
Tickets/Calls per Hour (Productivity)
Your average rate of handling customer contacts across all channels you work on, ensuring quality isn't compromised.
Target · Consistently meet or exceed the channel-specific target (e.g., 15 tickets/hr for email, 5 calls/hr for phone). If the target for email is 15 tickets an hour and you're regularly clearing 16-17 while keeping CSAT high, you're doing great. It's about finding that sweet spot between speed and thoroughness.
Average Handle Time (AHT) for Complex Issues
The average time you spend on a complex customer interaction, from start to finish, including any follow-up notes (ACW).
Target · Maintain AHT within 10% of the team average for similar complex issues. If the team average for a specific type of tricky technical issue is 25 minutes, we'd expect yours to be roughly between 22.5 and 27.5 minutes. It's not about being the fastest, but about being efficient without cutting corners.
Problem Ownership & Resolution Quality
How effectively you take full responsibility for complex customer issues, digging into the root cause and ensuring a complete, satisfactory resolution.
- You'll be known for 'closing the loop' – not just answering a question, but making sure the underlying problem is truly fixed. This means proactively following up with customers, collaborating effectively with Product or Engineering, and ensuring internal knowledge bases are updated. We'll see this in your detailed ticket notes, positive customer feedback, and how often other team members come to you for advice on tough cases.
Cross-Functional Collaboration
Your ability to work smoothly with other teams like Product, Engineering, or Sales to resolve customer issues or provide valuable feedback.
- You'll regularly contribute to internal discussions about product improvements based on customer feedback. Other teams will see you as a helpful partner, not just someone who 'throws tickets over the fence'. This shows up in positive feedback from those teams and your active participation in relevant internal meetings, offering concrete examples from customer interactions.
Knowledge Contribution & Mentorship
How you contribute to our internal knowledge base and informally help less experienced team members.
- You'll be regularly updating or creating new articles in Confluence based on the solutions you find for complex issues. Junior team members will often seek your advice, and you'll patiently guide them through tricky situations. Your manager will see you taking time to explain complex concepts or processes to others, helping them grow.
Process Improvement Identification
Your knack for spotting recurring issues or inefficiencies in our customer service processes and suggesting practical ways to fix them.
- You'll bring specific examples of process friction to your manager or team meetings, not just complaining, but offering a potential solution or at least a clear problem statement. This might involve suggesting a new macro in Zendesk, a clearer workflow for a certain issue, or an update to an outdated internal guide.
