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Frequently Asked Questions

Q: What are the key performance indicators to track for an offshore customer support operation?

To assess the performance of offshore customer support agencies, brands can track KPIs such as CSAT, NPS, first response time, resolution time, and first contact resolution. Some D2C brands also monitor SLA adherence, escalation rate, cost per ticket, and agent productivity.

Offshore Outsourcing Models

What are the key performance indicators to track for an offshore customer support operation?

To assess the performance of the hired offshore customer support agencies, these KPIs can be tracked: CSAT, NPS, first response time, resolution time, and first contact resolution. Besides, some DTC brands also monitor SLA adherence, escalation rate, cost per ticket, and agent productivity.

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