Workpuls Teramind ActivTrak Hubstaff DeskTime Time Doctor RescueTime Kickidler Veriato Work Examiner
OVERVIEW
Price $6/user/month $6/user/month $7.20/user/month $7/user/month $7/user/month $9.99/user/month $6/user/month $9.99/user/month $150/licence/year $60/licence (lifetime)
Free trial 7 days 7 days No 14 days 14 days 14 days 30 days 7 days Yes 30 days
Ease of use Very easy Difficult Very easy Easy Easy Very easy Very easy Very easy Very difficult Easy
TRACKING METHODS
Unlimited (tracker working 24/7)
Fixed (defined working hours)
Automatic (when computer is connected to a specified network)
Manual (start/stop)
Project based (track time only on projects)
GENERAL MONITORING FEATURES
Stealth mode
App and website usage
Real-time monitoring
Offline time tracking
Attendance
Activity levels
Keylogger
Geolocation
Remote desktop control
Website/activity blocking
SCREENSHOTS AND RECORDING
Screenshots
Screenshots on demand
Screen recording
PRODUCTIVITY FEATURES
Productivity trends
Websites and apps labeling
Category labeling
Productivity alerts
ADVANCED SECURITY FEATURES
User behavior analytics
Data loss prevention
Advanced file and web monitoring
REPORTING
Productivity reports
Team reports
Timelines
Email reports
Access management
PLATFORMS
Web
Mac desktop app
Windows desktop app
Linux desktop app
Mobile app iOS, Android iOS, Android iOS, Android iOS, Android iOS, Android Android
Browser extension Chrome Chrome Chrome
Other Citrix, VMware Chrome OS
OTHER
Support Phone, email, online Phone, email, online Phone, email, online Email, online Phone, email, online, in-person Online Phone, email, online Email, online, Viber, Whatsapp Phone, email, online, support ticket Phone, email, online
Knowledge base
Video tutorials
Integrations comming soon
API
Deployment cloud, on-premise cloud, on-premise, AWS, Azure cloud cloud cloud cloud cloud on-premise cloud, on-premise on-premise
Kronos Humanity Timeclockplus Tsheets Wheniwork Deputy Replicon Jibble EbilityTimeTracker OnTheClock BeeBole
OVERVIEW
Price(per month)Available upon requestFrom $2 per userAvailable upon requestFrom $6.40 per user+$16Free for up to 75 usersFrom $2.50 per userBasic plan:$30 for 5 users+$5 per additional userFrom $1.50 per employeeFrom $4 per user+$8From $2.20 per user$5.99 per user per month
Free trial30 days14 daysYes14 days14 days14 days30 days30 days,no credit card required
Ease of useDifficultEasyDifficultVery easyEasyEasyDifficultVery easyEasyEasyEasy
FEATURES
Timecard management
Scheduling
Shift Trading
Timesheets
Break time management
Real-time tracking
PTO Management
Payroll
Invoicing
Client billing
GPS tracking
Clock out reminders
Alerts
Manual time
PUNCH-IN METHODS
Web app
Mobile app
Time clock device
Time clock kiosk
Facial recognition
Fingerprint scanning
Geofencing
Group punch-in
REPORTING
Visual reports
Email reports
Time rounding
MANAGEMENT
Permissions
Manager approvals
Add time for others
Integrations
PLATFORMS
Web
Android app
iOS app
Mac desktop app
Windows desktop app
Linux desktop app
OTHER
SupportPhone and onlinePhone and onlinePhone,chat and onlinePhone and chatEmail and onlineChat and phonePhone,email,chat and onlinePhone and onlinePhone,email,chat and onlinePhone and onlineOnline chat and video support in English,French,and Spanish
Knowledge base
Video tutorials
Community forum
API
Workpuls Hubstaff Toggl TimeDoctor Harvest TimeCamp Timely Everhour Tick TMetric
OVERVIEW
Price (per month) $6 per user $5.83 per user $9 per user $9.99 per user $10.80 per user $5.25 per user $99 for 5 users $7 per user $19 for 10 projects $5 per user
Free trial 7 days 14 days 30 days 14 days 30 days Yes 14 days 14 days 30 days 30 days
Ease of use Very easy Difficult Difficult Very easy Easy Very easy Easy Difficult Very easy Difficult
TIME TRACKING METHODS
Manual
Start/stop buttons
Automatic time mapping
IN-DEPTH TASK AND PROJECT ANALYSIS
Screenshots
App and website usage
Activity levels coming soon
Real-time tracking
TASK AND PROJECT MANAGEMENT
Project adding
Project templates
Project status
Task assignment
Task priorities
Budgeting coming soon
Mark billable/non-billable hours
Payroll calculation
Invoicing
ALERTS
Idle time reminders
Deadline alerts coming soon
Budget alerts coming soon
REPORTING
Client login
Productivity analysis
Email reports coming soon
PLATFORMS
Web
Mac desktop app
Windows desktop app
Linux desktop app coming soon
iOS app Beta
Android app
Browser extension Chrome Chrome, Firefox Chrome Chrome Chrome, Firefox Chrome Chrome, Firefox, Opera, Edge
OTHER
Support Phone and online Email and online Email and online Online Online, email and phone Email, online and support ticket Email and chat Email and chat Email Chat
Knowledge base
Video tutorials
Integrations coming soon
API
On-premise hosting

In today’s highly competitive business environment, customer support is more than just a department - it's a strategic differentiator that can shape the reputation and success of a company. From resolving queries to building lasting customer relationships, the role of customer support is critical. 

‍

But how can businesses determine the effectiveness of their customer support initiatives? 

‍

Enter key metrics and Key Performance Indicators (KPIs). These parameters provide quantifiable measures of success, helping you evaluate your customer support performance and make data-driven decisions for improvement.

‍

In this post, we'll delve into the vital metrics and KPIs you should track, and offer tips on how to calculate them. In addition, discover how Insightful’s remote online work from home tools demonstrate how companies track employees’ performance and KPIs with ease.

‍

1. First Contact Resolution (FCR)

‍

First Contact Resolution (FCR) is a critical metric for any organization that values customer satisfaction and service efficiency. A high FCR indicates that the majority of customer queries are being resolved in the initial interaction, reducing the need for follow-ups and signifying a highly capable customer support team. Conversely, a low FCR could point to potential inefficiencies in your support process that need to be addressed.

‍

Here's how employers can leverage this metric:

‍

  • Identify Training Needs: If certain issues consistently require multiple contacts to resolve, it might indicate that agents need additional training to handle these problems effectively.

‍

  • Optimize Support Resources: If FCR is high during certain hours or days, employers might consider staffing those times more heavily.

‍

  • Improve Customer Satisfaction: By tracking and working to improve FCR, employers can enhance customer satisfaction.

‍

  • Reduce Operational Costs: By increasing FCR, companies can reduce the number of overall contacts, leading to lower operational costs and a more efficient support process.

‍

To calculate FCR, use the following formula:

‍

FCR (%) = (Number of issues resolved on first contact / Total number of issues) x 100

‍

Note: Remember to consistently gather data for FCR and all metrics after customer support interactions across all channelsβ€”calls, emails, chats, and social media interactions.

‍

2. Average Response Time

‍

Average Response Time (ART) is a crucial metric for any customer-focused organization, reflecting the agility and efficiency of your customer support team. This data can be accessed with analytics tools, like EmailAnalytics.

A shorter ART is indicative of a highly responsive support team that quickly addresses customer issues. On the other hand, a longer ART could suggest potential bottlenecks in your support process that require attention.

‍

Here's how employers can leverage this metric:

‍

  • Manage Customer Expectations: ART can help set appropriate expectations for customers regarding when they should expect a response. 

‍

  • Balance Support Resources: If ART is consistently longer during certain hours or days, it may be beneficial to increase staffing during these periods.

‍

  • Enhance Customer Experience: By tracking and working to improve ART, employers can elevate customer satisfaction, which can increase customer loyalty.

‍

  • Identify Efficiency Opportunities: Extended response times often indicate inefficiencies in the support process. Employers can identify these potential bottlenecks and make necessary improvements to streamline the support process.

‍

To calculate ART, use the following formula:

‍

ART = Total time taken to respond to all tickets / Number of tickets

‍

Keep in mind that 'response' means any type of reply to a customer query, not just the final resolution. 

‍

3. Customer Satisfaction Score (CSAT)

‍

Customer Satisfaction Score (CSAT) is a fundamental metric for any customer-oriented organization, reflecting the quality of your customer support. It's usually calculated through post-interaction surveys, where customers rate their satisfaction on a scale. A high CSAT score is a testament to excellent customer service, while a low score may signify areas for improvement.

‍

Here's how employers can leverage this metric:

‍

  • Customer Feedback: Direct feedback from customers can highlight what you're doing well and areas that need improvement.

‍

  • Understand Customer Needs: CSAT can guide service improvement efforts and help shape the future direction of your customer support strategy.

‍

  • Benchmarking: Employers can use CSAT scores as a benchmark to motivate teams to maintain high levels of customer satisfaction and provide a target for continuous improvement.

‍

  • Customer Retention & Brand Reputation: By tracking and working to improve CSAT, employers can aim to retain more customers, leading to increased revenue and a better brand reputation. 

‍

To calculate CSAT, use the following formula:

‍

CSAT (%) = (Sum of all satisfaction scores / Total number of respondents) x 100

‍

4. Net Promoter Score (NPS)

‍

Net Promoter Score (NPS) is a powerful metric that gauges customer loyalty by measuring the likelihood of a customer recommending your product or service to others. It is often used to track changes in customer perceptions over time and to compare your performance against competitors.

‍

Here's how employers can leverage this metric:

‍

  • Customer Loyalty: A high NPS suggests that customers are likely to stick with your brand and recommend it to others.

‍

  • Identify Promoters and Detractors: NPS helps to identify 'Promoters' (loyal enthusiasts who will keep buying and refer others) and 'Detractors' (unhappy customers who can damage your brand reputation through negative word-of-mouth). You can then strategize to convert Detractors into Promoters or at least Passives.

‍

  • Improve Customer Experience: By understanding the factors that contribute to your NPS, you can work to enhance the overall customer experience. 

‍

  • Benchmarking: NPS can be used as a benchmark to compare your performance against competitors in your industry. 

‍

  • Predicting Business Growth: Tracking your NPS can provide a glimpse into potential future growth, as research has shown that companies with a higher NPS tend to achieve more significant business growth.

‍

To calculate NPS, use the following formula:

‍

NPS = % of Promoters - % of Detractors

‍

To identify Promoters and Detractors, ask customers on a scale of 0-10 how likely they are to recommend your company. Customers who respond with a 9 or 10 are considered Promoters. Those who respond with 0-6 are Detractors.

‍

5. Customer Effort Score (CES)

‍

Customer Effort Score (CES) is a significant customer support metric that evaluates the amount of effort a customer had to exert to get their issue resolved. Essentially, it measures the 'ease of doing business.' A lower CES indicates that customers find it easy to seek help and have their issues resolved, resulting in higher customer satisfaction and potentially leading to increased loyalty.

‍

Here's how employers can leverage this metric:

‍

  • Improve Customer Retention: Studies have shown that reducing customer effort can lead to increased customer loyalty and retention.

‍

  • Identify Pain Points: CES can help identify specific pain points in the customer's journey. If customers have to put in a lot of effort at any particular stage, that stage becomes a candidate for immediate improvement.

‍

  • Prioritize Ease: In the current business environment, providing an easy and seamless experience is paramount. A low CES indicates that your company prioritizes ease in its customer interactions.

‍

To calculate CES, use the following formula:

‍

CES (%) = (Total of all effort scores / Total number of respondents) x 100

‍

To gather data for CES, ask customers to rate the ease of resolving their problem on a scale (for example, from 1 to 5 or 1 to 7) after their issue has been resolved.

‍

But that’s not all! There are 5 more must-know key metrics for customer support success - find out what they are in part two

‍

Leveraging Insights with Insightful

‍

Insightful is a powerful software solution that enables businesses to monitor and analyze customer support performance effectively. It's especially invaluable in the current trend of remote work and call center outsourcing, providing a comprehensive view of key metrics in real-time. 

‍

Why do employers monitor employees?

‍

With Insightful, employers can easily track employee performance, identify training needs, and recognize opportunities for improvement. Its intuitive dashboard offers a clear and concise view of all metrics, making it easier to understand team productivity and efficiency.

‍

In addition to its powerful analytics, Insightful assists in enhancing customer satisfaction and reducing operational costs. It enables companies to streamline their support process by identifying potential bottlenecks and areas of excellence, thus contributing to a more positive customer experience. 

‍

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Business Management

Measuring Success in Customer Support: Key Metrics and KPIs (Part 1)

Written by
Kendra Gaffin
Published on
June 5, 2023

In today’s highly competitive business environment, customer support is more than just a department - it's a strategic differentiator that can shape the reputation and success of a company. From resolving queries to building lasting customer relationships, the role of customer support is critical. 

‍

But how can businesses determine the effectiveness of their customer support initiatives? 

‍

Enter key metrics and Key Performance Indicators (KPIs). These parameters provide quantifiable measures of success, helping you evaluate your customer support performance and make data-driven decisions for improvement.

‍

In this post, we'll delve into the vital metrics and KPIs you should track, and offer tips on how to calculate them. In addition, discover how Insightful’s remote online work from home tools demonstrate how companies track employees’ performance and KPIs with ease.

‍

1. First Contact Resolution (FCR)

‍

First Contact Resolution (FCR) is a critical metric for any organization that values customer satisfaction and service efficiency. A high FCR indicates that the majority of customer queries are being resolved in the initial interaction, reducing the need for follow-ups and signifying a highly capable customer support team. Conversely, a low FCR could point to potential inefficiencies in your support process that need to be addressed.

‍

Here's how employers can leverage this metric:

‍

  • Identify Training Needs: If certain issues consistently require multiple contacts to resolve, it might indicate that agents need additional training to handle these problems effectively.

‍

  • Optimize Support Resources: If FCR is high during certain hours or days, employers might consider staffing those times more heavily.

‍

  • Improve Customer Satisfaction: By tracking and working to improve FCR, employers can enhance customer satisfaction.

‍

  • Reduce Operational Costs: By increasing FCR, companies can reduce the number of overall contacts, leading to lower operational costs and a more efficient support process.

‍

To calculate FCR, use the following formula:

‍

FCR (%) = (Number of issues resolved on first contact / Total number of issues) x 100

‍

Note: Remember to consistently gather data for FCR and all metrics after customer support interactions across all channelsβ€”calls, emails, chats, and social media interactions.

‍

2. Average Response Time

‍

Average Response Time (ART) is a crucial metric for any customer-focused organization, reflecting the agility and efficiency of your customer support team. This data can be accessed with analytics tools, like EmailAnalytics.

A shorter ART is indicative of a highly responsive support team that quickly addresses customer issues. On the other hand, a longer ART could suggest potential bottlenecks in your support process that require attention.

‍

Here's how employers can leverage this metric:

‍

  • Manage Customer Expectations: ART can help set appropriate expectations for customers regarding when they should expect a response. 

‍

  • Balance Support Resources: If ART is consistently longer during certain hours or days, it may be beneficial to increase staffing during these periods.

‍

  • Enhance Customer Experience: By tracking and working to improve ART, employers can elevate customer satisfaction, which can increase customer loyalty.

‍

  • Identify Efficiency Opportunities: Extended response times often indicate inefficiencies in the support process. Employers can identify these potential bottlenecks and make necessary improvements to streamline the support process.

‍

To calculate ART, use the following formula:

‍

ART = Total time taken to respond to all tickets / Number of tickets

‍

Keep in mind that 'response' means any type of reply to a customer query, not just the final resolution. 

‍

3. Customer Satisfaction Score (CSAT)

‍

Customer Satisfaction Score (CSAT) is a fundamental metric for any customer-oriented organization, reflecting the quality of your customer support. It's usually calculated through post-interaction surveys, where customers rate their satisfaction on a scale. A high CSAT score is a testament to excellent customer service, while a low score may signify areas for improvement.

‍

Here's how employers can leverage this metric:

‍

  • Customer Feedback: Direct feedback from customers can highlight what you're doing well and areas that need improvement.

‍

  • Understand Customer Needs: CSAT can guide service improvement efforts and help shape the future direction of your customer support strategy.

‍

  • Benchmarking: Employers can use CSAT scores as a benchmark to motivate teams to maintain high levels of customer satisfaction and provide a target for continuous improvement.

‍

  • Customer Retention & Brand Reputation: By tracking and working to improve CSAT, employers can aim to retain more customers, leading to increased revenue and a better brand reputation. 

‍

To calculate CSAT, use the following formula:

‍

CSAT (%) = (Sum of all satisfaction scores / Total number of respondents) x 100

‍

4. Net Promoter Score (NPS)

‍

Net Promoter Score (NPS) is a powerful metric that gauges customer loyalty by measuring the likelihood of a customer recommending your product or service to others. It is often used to track changes in customer perceptions over time and to compare your performance against competitors.

‍

Here's how employers can leverage this metric:

‍

  • Customer Loyalty: A high NPS suggests that customers are likely to stick with your brand and recommend it to others.

‍

  • Identify Promoters and Detractors: NPS helps to identify 'Promoters' (loyal enthusiasts who will keep buying and refer others) and 'Detractors' (unhappy customers who can damage your brand reputation through negative word-of-mouth). You can then strategize to convert Detractors into Promoters or at least Passives.

‍

  • Improve Customer Experience: By understanding the factors that contribute to your NPS, you can work to enhance the overall customer experience. 

‍

  • Benchmarking: NPS can be used as a benchmark to compare your performance against competitors in your industry. 

‍

  • Predicting Business Growth: Tracking your NPS can provide a glimpse into potential future growth, as research has shown that companies with a higher NPS tend to achieve more significant business growth.

‍

To calculate NPS, use the following formula:

‍

NPS = % of Promoters - % of Detractors

‍

To identify Promoters and Detractors, ask customers on a scale of 0-10 how likely they are to recommend your company. Customers who respond with a 9 or 10 are considered Promoters. Those who respond with 0-6 are Detractors.

‍

5. Customer Effort Score (CES)

‍

Customer Effort Score (CES) is a significant customer support metric that evaluates the amount of effort a customer had to exert to get their issue resolved. Essentially, it measures the 'ease of doing business.' A lower CES indicates that customers find it easy to seek help and have their issues resolved, resulting in higher customer satisfaction and potentially leading to increased loyalty.

‍

Here's how employers can leverage this metric:

‍

  • Improve Customer Retention: Studies have shown that reducing customer effort can lead to increased customer loyalty and retention.

‍

  • Identify Pain Points: CES can help identify specific pain points in the customer's journey. If customers have to put in a lot of effort at any particular stage, that stage becomes a candidate for immediate improvement.

‍

  • Prioritize Ease: In the current business environment, providing an easy and seamless experience is paramount. A low CES indicates that your company prioritizes ease in its customer interactions.

‍

To calculate CES, use the following formula:

‍

CES (%) = (Total of all effort scores / Total number of respondents) x 100

‍

To gather data for CES, ask customers to rate the ease of resolving their problem on a scale (for example, from 1 to 5 or 1 to 7) after their issue has been resolved.

‍

But that’s not all! There are 5 more must-know key metrics for customer support success - find out what they are in part two

‍

Leveraging Insights with Insightful

‍

Insightful is a powerful software solution that enables businesses to monitor and analyze customer support performance effectively. It's especially invaluable in the current trend of remote work and call center outsourcing, providing a comprehensive view of key metrics in real-time. 

‍

Why do employers monitor employees?

‍

With Insightful, employers can easily track employee performance, identify training needs, and recognize opportunities for improvement. Its intuitive dashboard offers a clear and concise view of all metrics, making it easier to understand team productivity and efficiency.

‍

In addition to its powerful analytics, Insightful assists in enhancing customer satisfaction and reducing operational costs. It enables companies to streamline their support process by identifying potential bottlenecks and areas of excellence, thus contributing to a more positive customer experience. 

‍