Read Why do business professionals choose ready-to-use KPIs? to find out the answers to these questions:
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.
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.
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