Amazing Help Desk Metrics

1. I must compliment the site for undertaking the task of bringing the evaluation to that sector which has become the order of the day as each one of us undertake the help of a help desk to get the queries sorted out. For e.g. I wanted to get GPRS service activated on my mobile and due to poor help desk response I had to visit their physical location to get the same activated. I consider it as a waste of time because had the customer service representative available with requisite knowledge and patience to deal with non technical guys like me; my time would not have had been wasted and thus the need of the hour to rate them by virtue of help desk metrics which can help one measure the performance of these units and it may vary from tools such as balanced scorecard, metrics and KPIs (Key Performance Indicators) etc. Help desk indicators can be grouped into four categories normally Service excellence, program excellence, performance excellence and quantitative control and thus can be correctly classified as a measure of customer service performance.

2. In similar breath one can analyze the performance of a call centre by virtue of call center metrics as it is a scorecard which contains the indicators which are specific for undertaking the measurement of the performance of phone support services. Call Center balanced Scorecard enables one to focus and measure call center performance. It is an amazing tool as it provides an insight into the functioning of an organization and one may consider this tool before undertaking a business with the organization. This tool provides a manager with balanced analysis for a call-center performance as it measures against vast parameters namely financial perspective, internal process perspective, coaching in call-center perspective and Calls quality.

3. One can use the links provided for software tools on the site which makes it easier for one to measure and control call center performance.