Measure Results -Strategic Customer Service and IT Help Desk

Here's the last thought on making your customer service or help desk strategic:

 

> Demand accountability and measure individual agent performance. Every help desk must operate with a sense of urgency. Individual agents must be measured against a set of performance goals such as calls per month, customer satisfaction and first-call resolution rate. By establishing individual goals in each area, a manager can ensure that agents are both efficient and effective in delivering service.

Meet with users. Close the cycle. Internal marketing improves customer satisfaction—even without any improvement in the variables typically associated with happy customers: average speed of answer, call abandonment rate and first-call resolution rate.

Becoming strategic doesn’t happen overnight. In most cases, the process takes one to two years. Additionally, the cost of support often increases during the transition phase. If you are prepared for this and are willing to stick with it, the rewards of being world class will more than justify any short-term increase in cost.

 

Some related white papers on this topic:

https://www.givainc.com/white-papers/index.htm

Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms