The Help Desk Metrics You Should Be Measuring
Sep 05, 2020
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If you manage an IT help desk, you might have metrics on your mind throughout your entire day. There are always new values or trends coming up that impact your company. But you might wonder what each metric means and how they relate to the help desk. Tools to measure performance can be complex, and even your own team members might not know what they’re analyzing. That can lead to miscommunication since there isn’t enough data available. Knowing which metrics to look for will help you keep it performing well.The Volume of Tickets
A major thing to look for is the ticket volume, which refers to the number of tickets coming into your company. That shows how well your company is doing and how many unsatisfied or happy clients you have. Plus, knowing the number of incoming requests lets you determine how many people to recruit and hire. You’ll also want to check which channels have the most tickets, such as email, phone, chat, or social media. This information allows you to appropriately allocate resources so you can meet the demands of your customers. Plus, you'll be able to train your staff on these channels, so they’ll be more efficient.
How are the Agents Doing?
You want to give the best customer service while keeping your costs down, so a few important help desk metrics revolve around your agents. Look at how much time each staff member spends on resolving tickets. If they aren’t spending enough time, they’re inefficient or aren’t doing enough work. But if the amount of time is too high, you might be overworking your staff members, which can lead to high turnover rates. Generally, you want to have as short a response time as possible. That means as soon as a ticket comes in, an agent should be working to resolve it. Today, customers expect fast responses, even if it’s just a confirmation that their request has been received. Don’t let your agents let the customers wait a long time for an answer.
Also, check the First Contact Resolution (FCR) rate. That means the client’s request is fixed in just one interaction. The FCR rate involves how quickly your company solves tickets in one session. That essentially shows how effectively your staff members can solve problems and if they have sufficient training. Finally, you’ll also want to consider your agent satisfaction. If they’re happy, your clients are more likely to be happy as well. If the staff members are unappreciated or overworked, they will not offer a high level of satisfaction. That will affect the other metrics. Have managers meet with agents one on one regularly.
Customer Satisfaction
The right help desk software like this site will be user-friendly, leaving your clients satisfied after an interaction. This is one of the key metrics to monitor since it is connected with other aspects, such as resolution time and ticket completion. Consider doing customer satisfaction surveys regularly to determine where you currently stand and what you can do to improve this metric.