Definition of metrics and performance indicators
Metrics and performance indicators (KPIs) are resources us by managers to evaluate the results of processes and assess whether they are as expect or whether certain actions ne to be taken to optimize activities. The main metrics that should be monitor in a help desk include:
Response time
It is to and completing each call.
Resolution time
It is the average time the team takes to resolve the demands rais and provide positive feback to customers.
Number of open calls x number of clos calls
It is us to analyze the spe at which customers are opening calls and whether this is greater than the closing rate. This can help to understand whether the team is inefficient or whether the demand is greater than the sector’s structure can handle under current conditions.
Customer satisfaction
This is one of the most important pieces of data! since 5 top facebook marketing tools you should use right now customer satisfaction is one of the company’s — and the industry’s — main goals. To achieve this result! it is necessary to conduct surveys (by email or telephone! for example). The SLA is an excellent way to understand your audience’s opinion.
Creating a classification for calls
The calls that customers open can be relat to various issues such as questions! complaints and support nes. In addition! they can also have different levels of complexity! which influences the priority that each case will have.
By creating this classification! the help desk team can be divid to download the smp report application in this article handle each case in the best possible way! or direct them to a collaborator who is better able to provide the service.
User awareness
Finally! it is important to The average time the involve marketing list customers in the structuring process. Make it clear that the sector exists! what it is for and how teams can be activat to meet demands efficiently.
