For most businesses, stellar customer care begins by creating a strong bond between pre-defined efforts to provide quality support and learning from past issues or challenges. However, learning from service desk failures involves much more than just talking about the problems that are occurring. Businesses need hard data to back up their ability to improve customer care. This is what makes key service desk metrics so important.
In this article, we will look at five key service desk metrics that should be continuously measured to help any business make informed decisions. Once analyzed, these service desk metrics can make it easier for a business to create best practices and improve its overall customer service efforts. Additionally, knowing these key service desk metrics’ values can help create accuracy and efficiency – even at the most granular level possible.
Ticket volume is easily one of the key service desk metrics that every business should be monitoring. This provides an accurate account of the number of support requests that are being received and shows how many customers are satisfied with the service they are receiving. In addition to this, knowing ticket volume can help determine the appropriate staff headcounts to remain efficient and better support customers.
In general, the time between a ticket being received and a resolution being found should be as short as possible. Based on HubSpot’s research, approximately 90% of customers signify that immediate response times are essential when they have a customer service question. Furthermore, around 60% of customers define this response time as being within 10 minutes. With this information, businesses can also tell how productive their employees are being or if communication with customers is delayed for any reason.
Volume Via Channel
Knowing which channels service desk requests are coming from can help reallocate resources and ensure customer demands are being met as efficiently as possible. Depending on the organization or its services, this service desk metric may include social media, phone calls, email or website chat requests. With this information, agents can also be better trained to handle tickets quickly and accurately when they are submitted.
Businesses should always be monitoring customer satisfaction levels. Although an individual service desk metric, it is often tied to many other facets, including completions, resolution time, and much more. Taking the time to release customer satisfaction surveys quarterly can help determine where current customer satisfaction levels are and provide guidance on how to improve other key service desk metrics for the most impact.
Most businesses overlook their own employee satisfaction and, instead, focus solely on ensuring that their customers are happy. Unfortunately, unhappy agents can quickly create unhappy customers and further impact key service metrics. Use internal surveys to measure agent satisfaction or have one-on-one meetings to gauge these levels and ensure that agents feel appreciated and are not overworked. This can also help ensure that all agents perform at the highest level to achieve organizational goals.
Any business that is attempting to improve key service desk metrics should take the time to ensure they have the best technologies possible to provide excellent customer service and collect necessary data to make improvements. Excipio Consulting can help fulfill this need through a thorough review of the current state of an organization’s IT infrastructure and what resources will be needed in the future. If you are interested in learning more about Excipio Consulting’s services, please call our corporate office at (918) 357-5507.