HDI Industry Report

2016 TSPSR Sneak Peek at Metrics

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Ticket Management Technology Operations Metrics Staff and Structure Salary Demographics About the Report 2 2016 TECHNICAL SUPPORT PRACTICES & SALARY REPORT CLICK / TAP FOR SECTIONS Metrics are used for many purposes, from performance evaluations to staffing and budgeting decisions. This section starts with a summary of common industry metrics for quick reference and is followed by a closer analysis about each of the metrics. Metrics Metrics in the Support Center Quick reference guide: Support Center Metrics Measuring incidents and service requests Ticket types received by the support center CUSTOMER SATISFACTION Measuring satisfaction with ticket resolution Measuring satisfaction with the support center Factors that contribute to increased customer satisfaction RESPONSE TIME Average speed to answer the phone Average time to respond to email Average time to respond to voicemail Average time to respond to chat Average time to respond to tickets submitted via online forms TIME SPENT ON TICKETS Average talk time on the phone Average handle time for tickets received by phone Average handle time for tickets received by email Average handle time for tickets received by chat REOPEN AND TRANSFER RATE Percentage of tickets reopened after being closed, across all channels Percentage of tickets transferred to another channel before being resolved RESOLUTION TIMES Average time to resolve, across all channels RESOLUTION RATES Percentage of tickets resolved on the initial phone call (first call resolution) Percentage of tickets resolved without hierarchical escalation (first level resolution) Percentage of tickets resolved by the person who opens the ticket (first contact resolution) CALL ABANDONMENT Percentage of calls that are abandoned (i.e., not answered) KNOWLEDGE BASE Percentage of tickets resolved using a knowledge base article/document Click / Tap Each Entry for Charts

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