Research Brief

Pearls of Wisdom: HDI Research Brief Compilation 2013-2014

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External Customer-Facing Technical Support Metrics By Jenny Rains, Senior Research Analyst AUGUST 2013 O rganizations that provide external, customer-facing technical support can have a direct impact on the companies' revenue. Performance metrics are a critical factor in knowing how well support teams are serving their customers. Benchmarking against past performance is key, but knowing how similar organizations are doing can be helpful in setting goals for the organization. 60 or fewer 61–100 101–150 151–200 201–250 251–300 301-350 351–400 401–450 451–500 More than 500 19% 18% 10% 7% 10% 6% 0% 6% 6% 5% 12% MEDIAN = 151 – 200 TICKETS Percentage of organizations Tickets per agent Average number of tickets each frontline agent handles each month This research brief, based on responses from 196 organizations, provides data on performance metrics for customer technical support. The results presented in this report were collected in June and July 2013 via a web-based survey. The survey respondents' companies sell products and services that require them to provide technical support for their customers, and they were asked to share their most recent performance metrics. The performance metrics reported on in this research brief are a few of the key metrics the HDI Customer Technical Support Advisory Board has identified as the most commonly tracked and reported within the industry. The metrics presented in this brief are not considered to be best practices, but they do enable us to take the industry's pulse when it comes to performance measurement. RESEARCH RESULTS CUSTOMER TECHNICAL SUPPORT EDITION First call resolution Percentage of tickets resolved on the first call (phone) 64.1% Average 8

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