Help desk Productivity

However, there is actually a sad fact where help desk productivity is concerned. You see, the productivity of help desks is not really manifested immediately. There is actually not much significant improvement that is noticeable right away. This results to a lot of corporations withdrawing funds and support from their help desk departments. If you are experiencing the same scenario, you have to understand the need for patience here. Just wait it out for a few weeks or months and you will surely see a noticeable difference in terms of performance and productivity.

When you want to measure and improve help desk productivity, then there is a need to focus on help desk metrics. Help desk metrics make use of indicators in determining the performance of the representatives and agents, as well as customer satisfaction. With the use of these metrics, you can then quantify the performance of your representatives, to match it with customer satisfaction.

One premise to think about here is keeping the calls short. In theory, when your calls are short, this is an indication that the needs of the customers are satisfied in a short time. This then means more calls are routed to your agents, thus, productivity would be higher as well. But this does not necessarily mean that customer satisfaction is at its best as well. You see, with short calls, you cannot really guarantee quality service. In fact, the agents would seem hurried when tackling the issues and such of the customers. Thus, customer satisfaction is not necessarily achieved here. A delicate balance should then be achieved here, to ensure productivity

Help desk productivity is clearly an aspect that one should be very familiar with. This way, you would not just win the satisfaction of your customers, but you would also win the loyalty of your customers, as well as the patronage of potential customers.

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