Benchmarks for Root Cause, SLA Compliance & First Call

Evaluate Your IT Help Desk or Customer Service Organization- Take a Quiz

According to the Help Desk Institute, help desk costs increase 10-20% every two years from:

  • Increasing complexity of new help desk & customer service software
  • Shorter life cycle of help desk & customer service software
  • Increasing customer use of help desks

To control costs and increase customer service satisfaction, take the short quiz contained in this white paper to assess how your help desk or customer service organization is operating. In addition, read about the best practices and benchmarks for common metrics like call abandonment and first call resolution rate.

By performing the root cause analysis described in this paper, one company found that new employees contacted their call center four times as often as other employees. After offering a 30-minute IT orientation to new employees, new user calls to the help desk decreased by 60%.

Performance goals are also important to establish: customer satisfaction, cost per call, call abandonment rate, service level compliance, first call resolution rate, and cycle time. Individual agents should be measured using calls per month, customer satisfaction, and first call resolution rate.

 

See https://www.givainc.com/wp/help-desk-performance-metrics-root-cause-first-call-resolution-call-abandoment.htm and click download white paper.

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