In today’s world, most companies understand that a help desk is critical. People expect to be able to connect with you on any platform, and they expect to be able to do it now. What many companies overlook, however, is that tracking your help desk reporting metrics is just as important as having the desk in the first place.
If you have a help desk or contact centre, it is critical that you track the right reporting metrics for your business. Only by tracking your data can you learn how to improve your customer service and ultimately grow your business.
Whether you are outsourcing your contact centre or managing your own, it’s critical that you collect and evaluate desk reporting metrics on a regular basis. Let’s explore these metrics and highlight the ones that matter most to your business.
What Are Help Desk Reporting Metrics?
Simply put, help desk reporting metrics are all the data that your help desk collects. How fast are they answering calls, how many calls are you getting, are your operators struggling to keep up with the demand, are they qualified to serve your customers?
These are all critical questions, and you can’t answer any of them without the right data.
Like Geoffrey Moore says, “without big data, you are blind and deaf in the middle of a freeway.”
It’s why it’s critical to measure the ROI of any business process outsourcing, especially that of your help desk or contact centre. Keep track of the following metrics overtime, and you’ll start to gain valuable into the health and direction of your company.
Critical Help Desk Reporting Metric #1: Ticket Volume
This is your bread-and-butter contact centre metric to track. If you collect nothing else, you should at least be collecting how many people are contacting you. And you should be tracking this data over time, so you can start to get invaluable insight into the demand and popularity of your business.
Depending on your business, you may want to track tickets per hour, number of tickets and backlogs as well.
#2: Response Time
Knowing how many people contact you is only half the battle. How quickly are your agents able to respond to tickets? Remember that people generally want to reach someone right away (especially online). Understanding your average response times can help you make the necessary adjustments to ensure you’re always meeting your customers’ expectations – and, preferably, exceeding them.
#3: Resolution Time
Of course, customers want a quick response. But even more so, they want a quick resolution. That’s why you want to track resolution time, along with closed or resolved tickets. Basically, how quickly, and how well, is your help desk actually helping your customers?
#4: Social Media Metrics
Like we’ve mentioned, today’s customers expect nearly instantaneous interactions online. If you are on social media (and you should be), and if you are interacting with customers and tracking brand mentions on social media (which you should also be), then be sure to track your social media metrics along with your traditional metrics.
#5: Agent & Team Performance
This is where it often becomes helpful to outsource your help desk, to ensure that your agents are professional, well-educated, and engaging. How well is your team able to manage what you’ve given them? Do they need more support? More training? More staff? Again, these are all critical questions that can’t be answered without the proper metrics.
When you work with Line One for your help desk and contact centre, you’ll have knowledgeable, friendly, and efficient staff who will help your business stand out from in a crowded marketplace.
You’ll also receive full operations reporting, ensuring you have all the metrics you need to make informed decisions. By outsourcing your contact centre requirements with Line One, you’re getting a full end-to-end solution that also includes staffing, supervision, enterprise grade contact centre technology, and Quality Assurance practices. Learn more here.