IT Help Desk and Customer Service Metrics and Reports

Here are some metrics to measure your help desk and customer service operation by:

What kind of help desk or customer support organization are you running? As you can see the cost per call is significantly different. This will impact the Return on Investment (ROI) of your help desk or customer support organization. Of course, the strategic stage help desk has the highest customer service and the highest first call resolution rate.  Customers also call the help desk or customer service organization less often as the strategic organization has taken many proactive steps to reduce call volume by addressing the root cause of calls to the help desk or customer service organization.

 

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Reprinted from CIO Magazine

Here are two great White Papers on the topic:

https://www.givainc.com/white-papers/customer-service-best-practices.htm

https://www.givainc.com/white-papers/help-desk-best-practices.htm

Client Success

  • 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
  • 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
  • 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