Help Desk Balanced Scorecard Metrics Template for Excel

Online KPI Dashboard for management of KPIs

Helpdesk performance measurement KPI - Balanced Scorecard metrics template example

The Balanced Scorecard (BSC) dashboard indicates performance within each perspective and the total performance of Customer support.

Click to see more screenshots below.

The most important aspect of any business is customer relationships, if you can manage incoming requests, process them in a timely manner, then you will have a constant sales growth. Helpdesk plays a key role in this process. It is important to measure the performance of helpdesk as it is a good way to find out what is going bad in your customer support service. Keeping an eye on key performance metrics and improving your positions will return in a sales growth.
With Help Desk Balanced Scorecard you will be able to take a control over Customer Satisfaction, Response Time, The call abandon rate, Reliability of Predefined Solutions, Resolution Excellence and helpdesk key performance indicators.

Notice from developers: the version of web-based KPI system is in development now.

There are more types of strategy map supported - including snowflake, vertical and horizontal trees

Helpdesk performance measurement - Strategy Map

Cyclical Strategy Map:

Classical Strategy Map:

Check overview scorecard report sample.

Check html scorecard report sample.

Check metrics (diamond) report sample.

Guide from KPI design to implementation and analysis of results.

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Help Desk Metrics in Excel:

Download trial version of Helpdesk Metrics. Help Desk Balanced Scorecard is distributed as an Excel file. Before purchase you can download a trial version of the scorecard. Help Desk Balanced Scorecard Excel file contains a dashboard (see screenshots below), help information section, Balanced Scorecard details.
Purchase full version of Helpdesk Metrics. Immediately after your order will be processed you will have a link to download Balanced Scorecard (BSC) Excel file and file in Balanced Scorecard Designer format.
Use Help Desk scorecard online with BSC Designer Online system. This SaaS solutions provides world-wide access to scorecards with any web-browser.
It is necessary to start the design of KPIs with analysis of business problems, use Free SWOT Method Guide to perform this analysis. Check Balanced Scorecard Toolkit for scorecard designing instructions, download Key Risk Indicators (KRI) Toolkit for risk management.

More ideas on using Help Desk KPI:

Help desk makes up a prominent part of any organization’s feedback system. It holds an even significant place in case the act of buying the product or subscribing to service requires some installation. Such a service brings a sense of ‘caring’ to the customers, therefore draws the clients time and again to the shop.

The responsibility carried forward by this section of an organization’s operations is that of providing information assistance regarding the organizational resources. Such troubleshooting can decide the repute built by the firm among its clients.

Some of the ways by which this follow-up service can be offered are ‘e-mail’, ‘website’ and ‘toll-free number’. Help desk software are installed to enable the task go in a flawless manner and offer help to customers on ‘real-time’ basis. Promptness and fast pace are the characteristics that can set a given industrial player tower above the rest of the competitors.

Counting on the efforts and steps of service desks can be made possible by opting for a balanced scorecard for the purpose. One can put down the useful metrics on it and keep visiting those in cyclic manner to make sure that everything is well within control.

More useful information for Help Desk management:

Related metrics and KPIs for: Customer Relationship, Call-Center, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty, Cell Phone, Internet Access, VOIP.
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Are you a specialist in Customer support area? Be a partner for balanced scorecard software and info-products.
Customer support best practices articles: Helpdesk performance measurement, Metrics helps manage call-center, Best practices for call-center performance management, Cherished relationships, Measure customer relationship management performance, Recommended: Software solutions to manage call centers, Ticket System: online help desk software, Best Practices and case studies with Balanced Scorecard in Call Center, How to Design KPI All articles about measuring performance in Customer Service Metrics.
Balanced Scorecard e-course. In this e-course you will learn more about Balanced Scorecard niche. We talk about Balanced Scorecard design and management issues.
With BSC Designer user can generate strategy map for Helpdesk Metrics. The map is a great way to visualize performance indicators and relationship between them.
Balanced Scorecard toolkit. Is a whitepaper where you will learn more about mathematics that stands behind Balanced Scorecard, you will learn basic ideas that will help to design your own scorecard, develop and implement KPI in your business processes.
Balanced Scorecard fact sheet. The collection of business facts and statistics on Balanced Scorecard.
Recent posts in KPI forum: New homepage of BSC Designer - more information on KPIs, KPI Guide Letter: Todo- and Check- lists, no marketing hype, Use promotion scorecard for having marketing attempts
BSC Designer. This metric was designed with Balanced Scorecard Designer. This is a great tool for scorecards or KPI building, performance measurement and information sharing.
BSC Designer Online. If you don't want to download and install any software you can use web-based scorecard software, this scorecard can be imported into BSC Designer Online and you will have access to your data all over the World.
Can you add value to Help Desk Metrics? Be a partner for balanced scorecard software and info-products.

Business Intelligence (BI) for Customer support - measure performance with Help Desk Scorecard for Excel

We have designed Help Desk Balanced Scorecard (BSC) in MS Excel, so now you can measure and control your performance using this popular business tool. Download trial version right now.

Alignment with Balanced Scorecard and KPIs is a great way to control the performance of Customer support.

In comparison to other business performance measure and control methods, alignment with KPI is much more easier to implement and use. Use Help Desk scorecard to align business performance.

Why do I need these metrics?

MS Excel files that we distribute are a spreadsheets packed with metrics information and the performance calculation formulas.

It's a real-business information. We invested in research that involved experts from customer support industry who elaborated and shared certain metrics. It's valuable, real-life experience which will help to improve the performance of your business.

I'm sure you understand the importance of measuring and controlling business using correct metrics, so this small investment will return in a great increase in sales.
To get a basic idea about what metrics to use. We learned a lot of business metrics and packed scorecard with the most successful.
To have a sample excel file, which is easy to modify to fit your needs. All Excel formulas are available for copy and change.
To start with measuring business performance. It's important to start with correct metrics, then you will be able to fulfill scorecard.

Cascading Scorecards. Establish connection to scorecard located in the web or in local network

Strategy Maps in Balanced Scorecard Designer

Help Desk Balanced Scorecard Screenshots

Metrics for Help Desk management. This is the actual scorecard with Helpdesk Metrics and performance indicators. The performance indicators include: First Time Settlement, Resolution Time, Opened tickets, The call abandon rate.

These indicators can be converted from text into the visualized view with BSC Designer strategy map function. Right now you can download trial version of Helpdesk Metrics or purchase full version of this Balanced Scorecard. Also, it is possible to import this scorecard into web-based balanced scorecard (BSC) software - BSC Designer Online, so it will be accessible to you and your employees with any web-browser.

Some help information that explains how to interpret scorecard.

Some Balanced Scorecard help information that explains how to interpret scorecard. What scores and weights can be changed.

Download or purchase Help Desk Balanced Scorecard

Right now you can download a trial version of Help Desk Balanced Scorecard or purchase a full version online. Also, if you are interested you can subscribe to our e-course that helps a lot with Balanced Scorecard design.