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