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What metrics can you use to ensure service desk agents are meeting performance standards?

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If you run a computer repair service desk, you know how important it is to monitor and improve the quality and performance of your agents. But how do you measure their effectiveness and efficiency? What metrics can you use to ensure they are meeting your standards and satisfying your customers? In this article, we will explore some of the key metrics that you can use to evaluate and enhance your service desk agents' performance.

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Marcus D. Hall

RET USAF Leader, Exec Leader(Charity & IT Orgs), Team Builder, Mentor, Coach; Keynote Speaker, 29 years in IT

1 First contact resolution

One of the most important metrics for service desk quality is first contact resolution (FCR). This means resolving the customer's issue or request on the first interaction, without the need for escalation, transfer, or follow-up. FCR can increase customer satisfaction, reduce costs, and improve productivity. To calculate FCR, you can divide the number of tickets resolved on the first contact by the total number of tickets handled by the service desk. You can also use surveys, feedback, or quality assurance checks to verify the accuracy of FCR.

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Marcus D. Hall

RET USAF Leader, Exec Leader(Charity & IT Orgs), Team Builder, Mentor, Coach; Keynote Speaker, 29 years in IT
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In my experience, FCR is a KPI that reflects the technical competency of the staff and their processes. The goal should always be to resolve a support request at the earliest point in the workflow. FCR goals should be benchmarked and audited on a set cadence. If the FCR falls under the threshold then a review should be held to examine any defects in the processes or training. KBs, new apps/system deployments, software changes and company expansion can affect FCR. The staff should be trained and notified prior to any new systems deployment or system changes that affect the customer experience.

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2 Average handle time

Another metric that reflects the efficiency and effectiveness of your service desk agents is average handle time (AHT). This means the average time it takes for an agent to complete a ticket, from the moment they receive it to the moment they close it. AHT can indicate how well your agents are trained, skilled, and equipped to handle various types of issues and requests. To reduce AHT, you can provide your agents with better tools, resources, and processes, as well as train them on best practices and common scenarios.

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3 Customer satisfaction

Of course, the ultimate goal of your service desk is to satisfy your customers and meet their expectations. Customer satisfaction (CSAT) is a metric that measures how happy your customers are with the service they received from your agents. CSAT can be measured by using surveys, feedback forms, ratings, or reviews, either after each interaction or at regular intervals. CSAT can help you identify the strengths and weaknesses of your service desk, as well as the areas where you can improve.

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4 Agent utilization

Another metric that can help you optimize your service desk performance is agent utilization. This means the percentage of time that your agents are actively working on tickets, compared to the total time they are available. Agent utilization can show you how well you are managing your workload, staffing, and scheduling. To increase agent utilization, you can balance your demand and supply, adjust your shifts and breaks, and automate or delegate some of the tasks.

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5 Agent turnover

Finally, a metric that can indicate the health and morale of your service desk is agent turnover. This means the rate at which your agents leave your service desk, either voluntarily or involuntarily. Agent turnover can affect your service quality, customer satisfaction, and costs. To reduce agent turnover, you can provide your agents with fair compensation, recognition, feedback, career development, and a positive work environment.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Marcus D. Hall

RET USAF Leader, Exec Leader(Charity & IT Orgs), Team Builder, Mentor, Coach; Keynote Speaker, 29 years in IT
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Ensuring the diaries or resolution actions are of high quality can also affect FCR and handling times. Technicians can quickly research those or a KB to quickly locate the appropriate fix action.

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What metrics can you use to ensure service desk agents are meeting performance standards?

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2

3

4

5

6

1 First contact resolution

2 Average handle time

3 Customer satisfaction

4 Agent utilization

5 Agent turnover

6 Here’s what else to consider

Computer Repair

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What metrics can you use to ensure service desk agents are meeting performance standards?

1

2

3

4

5

6

1 First contact resolution

2 Average handle time

3 Customer satisfaction

4 Agent utilization

5 Agent turnover

6 Here’s what else to consider

Computer Repair

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