To my helpdesk comrades
I am the Helpdesk Supervisor for a very large company. About 18 months ago we started a Call Center helpdesk for our Call Center end users. While user surveys are proving very favorable my superiors are pushing hard to generate better stats. The biggest issues are dropped calls and call resolution. We currently maintain aprox. 6% abandoned calls and 58% helpdesk resolution (did not require any escalation). With the tools we have and the recently diminished staff I don?t see a way to improve on this without jeopardizing the quality of service we provide.
What I desperately need is the benchmark of some other helpdesks. I need something to compare to. What do successful helpdesks call quality numbers and how do they define those numbers. How does the national average define abandon calls or a call resolution?
I went to an HDI class for starting a helpdesk and was amazed at the stats some Managers were touting. In most cases the numbers were extremely padded by the definitions of the different categories. Just because a helpdesk escalates a call to level 2 doesn?t mean the ticket should be closed as a helpdesk resolution.
I need some insight as to how successful helpdesks are doing things. I have surfed up all kinds of helpdesk sites and so far I haven’t found one that can give me any real information without paying $150+
If anyone has any help for this soon to be burned out soul please, please give me your wisdom
Gerald