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Help Desk Measurements

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by chickncharge

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I am in charge of a 9 peson Help Desk for a small company, that supports an Accounting Software package. Our users skillsets vary widely. Some are CPAs, others know nothing about accounting. Some are technical, some don't even know what a floppy drive is. The software is also quite complex. Due to the above, and the impact these things have on call times. I need to devise some performance measurements for my staff other than the number of calls taken. However most of the metrics I read about require someone monitoring the call to see if certain objectives are met, and I am too short staffed for much call monitoring. Any suggestions or resources that you may know of would be GREATLY appreciated.

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by pam

In prior assignments, we found that random followups with the customer being serviced could provide valuable feedback. The questions were made open ended, looking for fairly detailed information. We also sent out twice yearly corporate-wide surveys to get an overall rating in various areas, such as thoughtfulness, attitude, ability to get the job done, etc. We were then able to put metric goals for the feedback and overall surveys into our staff's performance objectives.

by vcents

I measure my team on feedback from other sources, such as our Level Two teams and hardware techs. I can usually get a handle on who is struggling as well as what areas of training might be needed. I also ask the L2 and hardware techs to email me trouble tickets that they think are glaringly bad or exceptionaly good. I then bring these up in our staff meeting (with names omitted) and open the table up for discussion on why the call was good or bad. Toss in spot review of calls (Friday around 4:00 is a great time) and I seem to have a good grasp of my team.

I have found that call volume is very misleading. For example, I have one support specialist who hammers out call after call, but seems to escalate ever other call. I have another support spec who is consistantly at the lower end of closed calls, but consistantly solves 80-90% of the calls she receives.

Hope this helps!

by anthea

I too have regular meeting with the other team leaders in my department and they feedback to me on problems, or what has gone well. I also do monthly Customer Satisfaction Surveys, in which I am asking about, courtesy, speed of response and so on.

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