Why Help Desk ?

Service Desk Metrics

Everyone loves a surprise! Except when they come to you with a problem, that is. Customers don't like being kept in the dark once they shoot out a support request. They want to know when they can expect a response from support desk, and when a resolution could appear on their horizon. Service Level Agreements are a great way to negotiate expectations between your support team and your customers..

Show them what to expect, with Service Level Targets

Best practice service desk metrics include:

1. The average time a customer waits for their call to be answered.
2. The % of customer calls presented to the Service Desk that are answered by the Service Desk (conversely the % of customers that abandon prior to being answered).
3. The % of customer calls answered by the Service Desk within an agreed time threshold (here, % answered within 20 seconds).
4. The % of customer calls that are resolved by the Service Desk at the first point of contact.
5. Customer satisfaction with the Service Desk service.

Establishing the right outcome based key targets and metrics is essential to the effective and efficient running of the Service Desk –  We need to persistently ensure that our teams stay focused on the customer outcome and not just the number.