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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.
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.
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.
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
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.
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.
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