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Establishing Helpdesk Scorecard

Dec 17, 2007
Almost all modern companies have helpdesks in operations these days. As competition further intensifies, firms realize the value of providing customer satisfaction all the more. But the problem is, there is no immediate system on how performance of helpdesks can be gauged. Thus, it is imperative to know and adopt a good helpdesk scorecard.

Monitoring the performance of every company's customer support is considered very important these days. That is because customer satisfaction has become an important performance factor that influences how companies strive and operate to generate sales and revenues. Of course, it is logical to note that if customers are never satisfied with products and services provided by a company, they surely would shift to other brands. That dissatisfaction could also be told and shared to friends and colleagues and so the company would become popular for not satisfying customers.

When setting helpdesk scorecard system, the following metrics should always be included: response time, first call resolution, adherence to schedule, functionality of self-service tools and quality of calls. To better understand each of those factors, it is important to spend some time understanding how metrics contribute to the scorecard.

Response time is the duration each helpdesk personnel takes to attend to each customer call or inquiry. At first glance, it is logical that the shorter the response time, the more productive the helpdesk could become. However, in actuality, that is never the case. That is because shorter response time usually pressures helpdesk personnel, and in the end, compromise quality of the call.

First call resolution refers to transactions when resolutions to problems or inquiries are attained on first call. First call resolution is a usual gauge of the reliability of the helpdesk system of a company. If the first call resolution rate in a helpdesk is high. It is safe and logical to assert that the helpdesk is effective and efficient. Consequently, this would mean that costs are somehow lowered.

Helpdesk systems must adhere to specified and set schedules. There are timetables that need to be targeted and attained. Through efficient and effective means, adherence to schedule could be implemented.

Functionality of self-service tools is another important gauge of helpdesks. This factor could be of two types. First, on the end of the helpdesk personnel, there surely are self-service tools that would facilitate for faster and more accurate access to basic data and services. Helpdesk personnel should be trained well enough to make use of such tools, which should be used when attending to customer transactions. Second, on the customers' ends, the products or services should already have self-service capabilities. That way, customers only need to seek minimal helpdesk assistance and support when troubles arise.

Lastly, as mentioned earlier, quality of calls should be given utmost importance. The helpdesk should be known to customers as functional and highly helpful. Most of the time, limited and shortened time of interaction with customers compromise the helpdesk's quality of calls. To make each call highly informative and highly helpful, quality of call should be ensured. Any helpdesk scorecard system would definitely contain quality measures.
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