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Measuring the performance of your HelpDesk Software
When you monitor a help desk to discover the effectiveness of the services it is providing, you are undertaking what is called performance measurement. Metrics are quantitative measures of performance that are gathered from customer satisfaction surveys, problem management tracking systems, automated call distribution (ACD) systems, and call monitoring.
Performance Measuring
Performance Measuring is when you monitor a helpdesk to find the effectiveness and efficiency of the support being provided. This efficiency is measured in Metrics, a measure of performance from customer satisfaction forms, recordings, problem tracking, automated call distribution and call monitoring.
Common HelpDesk Metrics include the number of calls received and accepted during a particular amount of time, answer times of the calls, the time a client holds, the time taken to sort the issue, and the percent of clients who hang up before being served and others consisting of the time an agent spends logged into the support system, the time spent in tasks, the number of calls taken and sorted by a representative and time spent out of customer call queues.
Many companies use different metric measurement systems throughout their business to monitor customer satisfaction, this system or plan will need to be revised before being put into practise within your company as there are many potential floors. To achieve these you must devise a target performance average, if your test come up below this, you need to revise your ways of operation and try again. This is how some larger companies improve support response times etc. A way to improve this in general is by using targets for each of your staff, e.g. live support staff shall answer a live call within 1 minute. This is an effective way of keeping staff on the ball and creating a positive support rating. As time goes on during the monitoring session, these targets can be continually modified to improve outcomes further. This also keeps your staff motivated to reach their goals.
Written by Chris – NC-Designs.co.uk