This plan focuses on tracking Help Desk performance through key metrics. These metrics are crucial as they offer insight into efficiency, customer satisfaction, and workload management. For example, "Average Ticket Resolution Time" ensures that issues are resolved promptly, benefiting both customers and support teams by minimizing wait times.
Furthermore, metrics like "First Contact Resolution Rate" highlight the effectiveness of initial support interactions, showing how well the team resolves inquiries on first contact. Improving these helps maintain a high level of customer satisfaction, reflected by the "Customer Satisfaction Score." Lastly, understanding "Ticket Volume Per Channel" assists in allocating resources effectively based on customer preferences.
Top 5 metrics for Help Desk Performance Tracking
1. Average Ticket Resolution Time
The average time taken to resolve a ticket from the moment it's opened until it's closed. This measures efficiency in handling support requests.
What good looks like for this metric: 24 hours or less
How to improve this metric:- Automate repetitive tasks
- Improve staff training
- Streamline ticket prioritisation
- Use performance-boosting software
- Implement a robust knowledge base
2. First Contact Resolution Rate
The percentage of tickets resolved during the initial contact with the help desk. A high rate indicates effective support processes.
What good looks like for this metric: 70-75%
How to improve this metric:- Equip staff with decision-making power
- Enhance customer service scripts
- Provide ongoing training
- Utilise integrated support tools
- Conduct regular process reviews
3. Customer Satisfaction Score (CSAT)
A measure of customer satisfaction with the resolution of their support tickets, often gathered via surveys after ticket closure.
What good looks like for this metric: 85% or higher
How to improve this metric:- Conduct feedback analysis
- Enhance communication channels
- Personalise support interactions
- Reduce wait times
- Regular staff empathy training
4. Ticket Volume Per Channel
Tracking the number of tickets received via each support channel (e.g., email, phone, chat) helps understand customer preferences.
What good looks like for this metric: Balanced distribution across channels
How to improve this metric:- Promote diverse contact options
- Evaluate efficiencies of each channel
- Optimise routing based on traffic
- Balance workforce allocation
- Improve multi-channel integration
5. Backlog Ratio
The ratio of unresolved tickets at any time, measuring how well the help desk manages its workload.
What good looks like for this metric: 10% or lower
How to improve this metric:- Implement extra shifts during peak times
- Regularly review and close stale tickets
- Prioritise high-impact cases
- Automate low-priority ticket handling
- Improve resource planning
How to track Help Desk Performance Tracking metrics
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your metrics.
