Using software that enhances the quality of customer service is not enough. Helpdesk performance metrics are unit measurements that managers use to measure time and resource efficiency of helpdesk officers.
With the continuing and increasing use of helpdesks in many companies, such as call centers, media outlets, and service-oriented businesses, both in the areas of technical support and customer assistance, it is obvious that such companies should have uniform measurements to utilize in verifying the performance level of the companies, technical aspects, human resource, and the entire facility. There are seven common helpdesk performance metrics used in today’s business world.
The first metric is idle time. This measures the amount or proportion of time that a customer representative or helpdesk officer spends after a call or transaction. Usual causes for idleness are attending to personal needs or technical adjustments. There is actually nothing wrong with helpdesk officers being idle. However, there should be an adequate and appropriate proportion of time spent on actual calls and time spent with no calls.
Closely related to idle time is the waiting time or queue. This metric refers to the time the customer spends while waiting on the line or on hold. The unit of measuring this metric is usually in minutes. There are specialized software applications though that update the customer about how long he or she has been waiting on the line. This lessens the irritability or anxiety of customers and thus, decreasing the chances of agents gaining less evaluation scores. However, it is still imperative that agents decrease the wait time queue.
Average talking time is yet another indicator. Most companies impose a time limit on agents or helpdesk officers when attending to customer calls. The purpose of this is to become time efficient. This encourages the agents to solve the problem in as little time as possible. New officers may find it hard at first to observe the time limit. This, however, should not hinder the agents from delivering quality service to their callers. Managers often measure this metric in minutes.
The standard handling time combines both average talking time and idle time or wait time queue. This metric will show the entire time efficiency of the agent.
Managers measure the service level of the helpdesk officers by percentage. It is the proportion of time and calls that the agent handles in a specific timeframe. Again, this metric will need data from the other metrics like idle time or wait time queue. Companies often employ a kind of software that evenly distributes the number of calls to all agents. This ensures that nobody is answering the majority of calls.
It is also important to measure the volume of calls per hour. This data is important, especially in determining the quota of the personnel. Then again, quality should always be on top of quantity. Another likely metric is first call resolution. This measures how effective the agent is in solving the problem at the first call. A customer who calls back may mean that his or her previous transaction was not satisfactory. It eats up time and thereby hinders other transactions from getting through.
As the company grows, the demand for customer service also increases. Thus, ensuring the quality of the customer support is imperative by using and implementing the appropriate helpdesk performance metrics.