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Wednesday, December 7, 2022

Are You Tracking these 10 Help Desk Metrics?


Metrics are the lifeblood of assist desks and make contact with facilities. Most assist desk leaders are utilizing quite a lot of metrics to measure their workforce’s efficiency, however which knowledge must you observe?

Data can assist drive success, however gathering the unsuitable metrics (and too many) may cause overwhelm and pointless stress in your workforce.

Traditionally, a assist desk refers to IT or inside help. Over time, folks have expanded the usage of the phrase to incorporate a service desk, basic buyer help, and customer support groups.

We’ve put collectively the 10 most significant assist desk metrics it is best to observe. Keep studying to study what they’re and the way you should use them to enhance your customer support.

1. Ticket quantity

Your primary metric: How many tickets does your helpdesk obtain over a given time frame? Use this info to trace busy intervals and make vital choices like what number of brokers it is best to rent.

2. Ticket channel distribution

This metric helps you observe the place your tickets are coming from. Do most of your prospects use reside chat (or net chat)? How many tickets come from Apple Messages for Business? Knowing what number of tickets come by way of every channel will assist you to allocate assets. You’ll additionally know which channels to spend extra time coaching your brokers on.

3. Response time

Response time measures how briskly your brokers first reply to prospects. This is a giant deal on your buyer expertise. In reality, 83% of shoppers count on to work together with somebody instantly once they contact an organization, in keeping with Salesforce’s State of the Connected Customer report.

Response time expectations typically range between channels. For instance, prospects reaching out on net chat count on a solution inside minutes (if not seconds). Yet with channels like SMS/textual content messaging or electronic mail, prospects are extra forgiving of slower response occasions.

4. Open tickets vs. resolved tickets

How many tickets are coming in every day and what number of are being resolved? This is an effective indicator of agent efficiency and workload. A wholesome assist desk workforce will see roughly the identical variety of new tickets and resolved tickets every day.

You can rapidly determine an issue together with your workforce by taking a look at this metric. Too many unresolved tickets might imply you have to rent extra brokers, spend extra time on coaching, or redistribute work in order that tickets get resolved quicker.

5. Average decision time

Your common decision time is a crucial metric for measuring your assist desk’s efficiency. How lengthy it takes to resolve a buyer inquiry immediately impacts the client expertise. Resolution occasions will range relying on the complexity of the tickets and your trade, however quicker is nearly at all times higher.

Be certain to incorporate the entire time from when a buyer first submits a ticket to when the agent closes it out. Yes, this contains response occasions too!

6. Conversations per agent

Track what number of conversations your brokers can handle over a given time interval. Identify which brokers are taking essentially the most calls to see how one can redistribute the workload.

In an analogous vein, you may as well observe your brokers’ utilization price (time spent fixing buyer points divided by whole time working). This will let you know which brokers are overworked and which have time for further duties. Here’s a fast tip: Never goal for a 100% utilization price. You’ll burn out workers and depart no time for administrative duties.

7. First-contact decision price

Your first-contact decision price (FCR) measures what number of tickets are solved on the primary attempt. Since 80% of shoppers count on to resolve advanced issues by talking to 1 agent, in keeping with Salesforce, monitoring this metric helps you determine should you’re assembly buyer expectations.

Getting prospects fast and painless solutions typically comes right down to agent coaching and easy accessibility to info. Use a conversational platform that simply integrates together with your CRM or info databases so brokers can pull product or buyer information for a frictionless buyer expertise.

8. Containment price

Containment price measures how many individuals work together with a chatbot or IVR assist choices with out talking with a reside agent. This metric helps you observe how efficient your chatbot conversations are. If too many individuals nonetheless want to change to a reside agent after speaking to your chatbot, it will probably influence buyer satisfaction.

Containment requirements range throughout industries, however with Quiq’s (*10*) AI, contact facilities see a 70% containment (or contact deflection) price.

A phrase of warning: Use this metric with context. Containment shouldn’t be your prime precedence—serving to prospects ought to. While lowering brokers’ workload (and working prices whilst you’re at it) is helpful, you don’t wish to threat the client expertise to make it occur. Don’t make it tougher for purchasers to succeed in reside brokers simply to enhance this metric. Instead, work to make your chatbots as useful as doable whereas nonetheless giving prospects the choice to talk with a human.

9. Customer satisfaction

A quick and environment friendly assist desk with the very best metrics within the trade will nonetheless be the worst performing if prospects aren’t completely satisfied. While numbers are vital to conserving prices down, offering wonderful customer support is one of the simplest ways to maintain gross sales up. According to Salesforce, 94% of shoppers say a constructive customer support expertise makes them extra prone to buy once more.

Survey prospects instantly after helpdesk interactions to make sure prospects are leaving these conversations with solutions and good emotions about your model.

10. Agent satisfaction

While most of these metrics depend on agent efficiency, this one is surveying you. It’s simple to suppose you want brokers to work tougher and decrease your operational prices. But don’t overlook that pushing them too far will result in harassed workers, burnout, and excessive turnover. Finding and coaching brokers will price you rather more in the long term.

Survey brokers frequently to gauge their workload ranges, see if they’ve the precise instruments and tools, and guarantee all ranges of administration are offering the help your brokers want.

3 assist desk greatest practices to remember.

Metrics are vital to maintain your buyer contact heart operating easily, however they’ll’t measure every little thing. Here are a couple of extra assist desk metrics greatest practices to maintain your contact heart operating easily.

1. Design chatbot conversations to resolve issues—not put up roadblocks.

Chatbots are an integral a part of a successful customer support technique. They give prospects 24/7 entry to assist, they assist streamline agent conversations, they usually cut back ticket quantity. But don’t design the conversations as boundaries to beat to succeed in your reside brokers. Your prospects shouldn’t should carry out the 12 labors of Hercules to succeed in Mt. Olympus.

Instead, design chatbots to reply widespread FAQs, gather info, troubleshoot issues, and different useful duties. Make certain you embrace a simple method for purchasers to attach with reside brokers and evaluate the dialog so nobody should repeat info.

2. Don’t maintain assist desk metrics in a silo.

These metrics are extremely useful on your customer support workforce, however they’ll additionally profit the remainder of your group. If you immediately have an inflow of latest ticket requests, possibly there’s an issue with a product. Maybe your net workforce wants to revamp a buyer circulate. If you’re seeing a shift from tickets by way of net chat to Facebook, that’s an excellent indicator that your prospects spend extra time there—info that might be useful on your social media workforce.

It’s additionally vital to have a look at your individual assist desk metrics in context with what’s occurring in your group. Don’t penalize brokers for a big backlog when a brand new product launch isn’t going effectively.

3. Build up your self-service choices.

Whether it’s a knowledge-base, FAQ web page, or AI chatbot (or hopefully all three), spend effort and time constructing out these assets. Giving prospects the choice to assist themselves will cut back name quantity and cut back the variety of menial questions brokers should reply (which they’ll probably thanks for).

And it’s not only for the sake of your assist desk workforce. Customers really need extra self-service choices. According to Zendesk’s CX Trends report, 89% of shoppers will spend extra with firms that enable them to search out solutions on-line with out having to contact anybody.

Pick the precise metrics to see your assist desk efficiency soar.

There are so many potential assist desk metrics that it’s simple to get overwhelmed. Zero in on these measuring the client expertise and your company efficiency to collect essentially the most related knowledge and make the largest influence on your online business.



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