As a service provider a Service-Level Agreement (SLA) is an agreement between you and your customer. It defines the services you will deliver, the responsiveness they can expect, and how you will measure performance.
Once SLAs have been defined and your service desk team are working against them it can be difficult to track these SLAs as they become misaligned with the overall business objectives. This is where Key Performance Indicators (KPIs) can highlight key metrics and gauge how well a team is performing against the set standards and in turn supporting the companies overall business objectives like increased customer satisfaction.
Customer satisfaction is a key measurement that all parts of an organisation focus on. An organisation with highly satisfied customers can see increased revenue, customers turning into brand ambassadors and customer churn can decrease with happy customers continually interacting with your services or product and recommending it further. Customer service teams within organisations are the front line when customers face a problem and want a resolution as fast as possible. This could have a direct impact on customers satisfaction and why it is critical for customer service teams to analyse and track their SLAs.
One important KPI is average resolution time, tracking how long customers have to wait for you to resolve their problems. This directly correlates to customer satisfaction because the quicker your team can resolve a problem the happier your customers will be.
Resolution time also reflects your customer service team’s efficiency and how effective processes are. Keeping an eye on this KPI will allow you to notice trends and quickly see if time to resolution is increasing or decreasing and apply actions to improve a specific area.
JIRA Service Desk is one of the many tools available at the moment to track and record SLAs for customer service. JIRA Service Desk allows you to keep your team on track by setting SLAs and recording time against cases at different stages. ServiceClarity for JIRA Service Desk leverages your JIRA data to make sure your SLAs are continually and automatically being monitored to directly support your organisations bigger business objectives.
The ServiceClarity Elapsed SLA Time collector is specific to JIRA Service Desk and will calculate the average elapsed SLA time of all JIRA issues returned from the JQL query. This could be used to calculate the average time of issues that have been resolved, to give your average resolution time KPI.
Using JIRA Service Desk and ServiceClarity an average resolution time collector could be configured as:
If you want to run a top-tier customer service team, you need to know how long it takes your team to resolve cases. You need to find ways that you can resolve cases in a shorter amount of time, while maintaining a high level of customer satisfaction. Monitoring and analysing your average resolution time will help you run your team more effectively and efficiently.
For more information on how to get the most out of your JIRA data and other types of JIRA data collectors see our online documentation: Working with JIRA
You may also be interested in our How to Improve 6 Critical JIRA KPIs when they’re Underperforming ebook with more important JIRA KPIs to track: