1. Improving customer satisfaction and cost per contact
While working in a business you obviously wish to get the best quality of products at the lowest possible price. The best way of receiving the desired result is having the quality and cost measured on a regular basis. Thus, the most effective cost metric is the cost per contact and the best way to keep the quality check is customer satisfaction. To accomplish the desired result of lowering the cost without affecting the quality at the same time, some factors/metrics are required. These include effective conservation, easy access to relevant customer records, keeping a record of important facts and history, preventing agent collision by easy detection of conflict-causing factors, automation, etc. The various features of IT helpdesk software facilitate in offering these services.
2. First contact resolution and agent utilization
The customer satisfaction in help desk scenarios is affected by a variety of performance variables like average speed of answers, handle time, call quality, etc. Along with this, it is believed that that nine out of ten times improvement in customer satisfaction can be attained by increasing the FCR. This is facilitated by helpdesk software.
3. The boost in first level resolution rate
First level resolution rate is the measure of the overall help desk efficiency. If you are ignoring this metric then maybe you are looking at a low cost per contact metrics. This is also facilitated by the software.
4. Keeping the agents happy
Agent satisfaction is very important and is strongly related to many other metrics of a helpdesk. Higher agent satisfaction leads to lower absenteeism, higher first contact resolution rates, lower turnovers, etc. A progressive helpdesk software measures the agent satisfaction twice every year and allows the businesses to practice performance appraisal.
5. Measuring help desk performance
It focuses on aggregating several measures to combine and form a score for help desk performance. Knowing the current score, allows the business to improve themselves to garner customer happiness. It enables to judge whether the overall performance of the helpdesk is declining or improving.
More info: service desk roles
While working in a business you obviously wish to get the best quality of products at the lowest possible price. The best way of receiving the desired result is having the quality and cost measured on a regular basis. Thus, the most effective cost metric is the cost per contact and the best way to keep the quality check is customer satisfaction. To accomplish the desired result of lowering the cost without affecting the quality at the same time, some factors/metrics are required. These include effective conservation, easy access to relevant customer records, keeping a record of important facts and history, preventing agent collision by easy detection of conflict-causing factors, automation, etc. The various features of IT helpdesk software facilitate in offering these services.
2. First contact resolution and agent utilization
The customer satisfaction in help desk scenarios is affected by a variety of performance variables like average speed of answers, handle time, call quality, etc. Along with this, it is believed that that nine out of ten times improvement in customer satisfaction can be attained by increasing the FCR. This is facilitated by helpdesk software.
3. The boost in first level resolution rate
First level resolution rate is the measure of the overall help desk efficiency. If you are ignoring this metric then maybe you are looking at a low cost per contact metrics. This is also facilitated by the software.
4. Keeping the agents happy
Agent satisfaction is very important and is strongly related to many other metrics of a helpdesk. Higher agent satisfaction leads to lower absenteeism, higher first contact resolution rates, lower turnovers, etc. A progressive helpdesk software measures the agent satisfaction twice every year and allows the businesses to practice performance appraisal.
5. Measuring help desk performance
It focuses on aggregating several measures to combine and form a score for help desk performance. Knowing the current score, allows the business to improve themselves to garner customer happiness. It enables to judge whether the overall performance of the helpdesk is declining or improving.
More info: service desk roles
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