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Boosting Productivity: Assessing Tickets Closed per Agent

In customer service and support centers, measuring Tickets Closed per Agent is fundamental to understanding and enhancing the efficiency of the support team. This key performance indicator offers valuable insights into the productivity of individual agents and the overall effectiveness of the team in resolving customer issues. This article examines the significance of Tickets Closed per Agent, the methods of calculation, and projects to improve this essential KPI.

What is Tickets Closed per Agent?

Tickets Closed per Agent tracks the average number of support tickets each agent resolves within a specific timeframe. It serves as a direct indicator of agent productivity and workload management.

What does Tickets Closed per Agent tell you?

High numbers can signify that agents efficiently handle and resolve customer queries, while low numbers may highlight inefficiencies or training needs. It is important to balance productivity with the quality of service provided to customers.

How to calculate Tickets Closed per Agent?

Calculate Tickets Closed per Agent by dividing the total number of tickets closed by the number of agents:

Tickets Closed per Agent = Total Tickets Closed / Number of Agents

Relevant Benchmarks

The optimal benchmark for Tickets Closed per Agent depends on factors like the complexity of the tickets and the industry standard. However, maintaining a consistent number that signifies efficiency without burnout is ideal.

3 Project ideas to improve Tickets Closed per Agent

  • Efficiency Training Programs: Develop and implement training sessions focused on effective ticket handling and resolution strategies to enhance agent productivity.
  • Workflow Optimization: Review and streamline support processes and workflows for quicker ticket resolution while maintaining a high quality of service.
  • Support Tool Upgrades: Invest in state-of-the-art customer support tools, such as ticketing software with automation capabilities, to enable agents to close tickets more efficiently.

By concentrating on the metric of Tickets Closed per Agent and introducing strategic projects aimed at improving it, organizations can significantly escalate support team performance and customer satisfaction levels.

Author

Gerrard + Bizway SEO Assistant

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