Help Desk Outsourcing by Numbers
How does your service desk measure up?
When it comes to help desk operations, the difference between success and failure is often a direct consequence of the quality of the agents delivering the service. Indeed the industry will always be driven by people before any metrics are generated; however, even taking the elusive human element into account, there still exist very measurable benchmarks such as customer satisfaction scores and FCR as the best quantitative indicators of qualitative performance. So if you’re a numbers person, let our new guide serve as a reference. We’ll cover the following:
- Learn help desk industry best practices for more efficient, cost-effective operations
- Calculate First Call (Contact) Resolution
- Measure the ROI of a Level 1 help desk outsourcing solution
For those and other tips, just fill out the form to the right to download this free guide.