What is a Key Performance Indicator (KPI) for the support center?

A Key Performance Indicator (KPI) for the support center primarily serves as a measurable value that demonstrates how effectively a company or organization is achieving key business objectives. In the context of a support center, the measurement of customer satisfaction is a fundamental KPI because it directly reflects how well the support team meets customer needs and expectations. High customer satisfaction scores indicate that the support center is successfully resolving issues and fostering positive relationships with customers, which is critical for retention and loyalty.

In contrast to the correct choice, the other options do not function as KPIs in the same way. Technical support refers to the service aspect rather than a performance measurement; communication of employee roles focuses on internal structure rather than performance outcomes; and documented incident reports are useful for tracking purposes but do not inherently measure how well the support center performs in relation to its goals. Hence, measuring customer satisfaction stands out as a vital indicator of overall success and effectiveness in a support center environment.