Which KPI would be most helpful in identifying potential cost-saving areas while maintaining service standards?

A company wants to reduce its IT support costs without sacrificing service quality.

Which KPI would be most helpful in identifying potential cost-saving areas while maintaining service standards?
A . Average handle time per ticket
B . Total number of tickets received per month
C . Ratio of escalated versus resolved tickets
D . Cost per ticket

View Answer

Answer: D

Explanation:

The cost per ticket KPI is essential for identifying how much is being spent per issue handled. This KPI helps in pinpointing inefficiencies in the support process and areas where resources may be optimized without compromising service quality.

Option A is incorrect because while average handle time provides efficiency insights, it does not directly relate to cost management.

Option B is incorrect as the total number of tickets does not provide direct insights into cost efficiency or areas for cost reduction.

Option C is incorrect because the escalation ratio focuses more on the quality or complexity of service rather than cost efficiency.