Earlier in my career I had the pleasure of managing a Service Desk. This function is the unsung hero of IT support!
We had a multitude of measurements and metric that were taken every day and then meticulously charted, reported and analyzed. At the time it’s what we did.
I recently had the opportunity to visit my old Service desk and found to my horror, that many of these metrics were no longer being used. I also was informed that customer satisfaction had not dropped significantly and that some of the KPI still being measured were well within an acceptable range. Now that I no longer am in the thick of it, I took some time to really think about what was it we were measuring and what did it really mean. As an organization we did all of the industry best practices measurements.
We had a multitude of measurements and metric that were taken every day and then meticulously charted, reported and analyzed. At the time it’s what we did.
I recently had the opportunity to visit my old Service desk and found to my horror, that many of these metrics were no longer being used. I also was informed that customer satisfaction had not dropped significantly and that some of the KPI still being measured were well within an acceptable range. Now that I no longer am in the thick of it, I took some time to really think about what was it we were measuring and what did it really mean. As an organization we did all of the industry best practices measurements.
- Speed of answer
- Call duration
- Number of calls per day/week/month and analyst
- Abandoned calls
- Number of tickets opened versus number of tickets closed
- Percentage 1st call resolved
- Customer satisfaction survey
Comments