Help Desk metrics

Help Desk metrics focus on measuring customer service performance.

 Help Desk Metrics

This metric focuses on more specific details than Customer Relationship metrics providing more indicators for evaluation of customer support service.

Help Desk Metrics

Help Desk indicators are grouped into fours categories:

  • Service Excellence. This group contains four customer service specific indicators: Customer Satisfaction, Response Time, The call abandon rate, Employee Proficiency.
  • Program Excellence. This group helps to evaluate how good are solutions that customer service provide, indicators for this group are: Call Volume, Solution Accuracy, Reliability of Predefined Solutions, Tracking Accuracy.
  • Performance Excellence. Helps to estimate overall performance of customer service, include such indicators as First Time Settlement, Resolution Excellence, Resolution Time, Agent Commitment.
  • Quantitative Control. This group of indicators give a quality control over help desk performance, use indicators: Number of calls, Time controller, Opened tickets, Closed tickets.

Get Balanced Scorecard Metrics

Please, download and try trial version of HR Scorecard before placing order.

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This entry was posted on Friday, November 30th, 2007 at 6:46 am and is filed under Call Center Metrics. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

2 Responses to “Help Desk metrics”

  1. Allen McClure says:
    January 21, 2008 at 1:29 pm

    I don’t see any changes in your trail versions when I make changes. Pleaes advise

  2. admin says:
    January 22, 2008 at 11:45 am

    Hi, Allen. That’s why it is “trial” version. We show some part of what you will have in full version, but you don’t have some functions. In full version, if you change numbers, the resulted performance will change appropriately.

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