Key Performance Indicators (KPIs):
- Response Time: ≤12 hours for urgent tickets
- Resolution Time: ≤48 hours for standard tickets
- Ticket Closure Rate: Target 95% within SLA
- Client Feedback Score: Average rating ≥4.5/5
- Repeat Issue Rate: Less than 5% per month
Reporting:
- Weekly internal report summarizing open tickets, resolved tickets, escalations, and client satisfaction.
- Quarterly review to identify trends and improve processes.