While I am preparing myself for next month, consultancy service to improve the client’s support team, I stumbled across this excellent article. I was surprised to see that the 7 most important KPI’s / metrics which we used 10 years ago still relevant.
The metrics were not from a hunch, googling, suspicion nor academic exercise. But it was derived and concluded from empirical evidence from more than a thousand service desk benchmarks.
80% of the value receive from performance measurement and management in your Service Desk can be derived from these seven simple metrics! The seven that really matter are as follows:
1. Cost per Contact
2. Customer Satisfaction
3. Agent Utilization
4. First Contact Resolution Rate
5. First Level Resolution Rate
6. Agent Satisfaction
7. Aggregate Service Desk Performance
Download the full article here: