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Q: What are the critical KPIs a D2C brand should monitor when evaluating an outsourced help desk solution?

Common KPIs used to evaluate outsourced help desk performance include CSAT, NPS, first response time, resolution time, first contact resolution (FCR), and cost per ticket. Many D2C brands also track advanced metrics such as SLA adherence, escalation rate, and customer retention impact.

Help Desk Outsourcing

What are the critical KPIs a D2C brand should monitor when evaluating an outsourced help desk solution?

Some common KPIs used to evaluate outsourced help desk performance include CSAT, NPS, first response time, resolution time, FCR, and cost per ticket. Besides, several D2C brands also track several advanced metrics, such as SLA adherence, escalation rate, and customer retention impact.

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