So you think you are running an IT help desk....

But in reality you are managing a call center, just filled with tech's and taking more time on the phone then say a catalog ordering center. Over the last 7 years that I have been running Help Desks/Service Desks and the first 10 plus years managing call centers, I have found that the people in IT don't think they have anything to do with customer service or call centers, but they are more alike then they know. Most of the metrics that I had used in the call center world will work to track the performance in your help desk. Calls per hour, ATT (average talk time), ASA (average speed answer), ACW (after call work time) are great for tracking center performance. Call monitoring is never talked about in IT, but it is an excellent way to hear how your team is handling your users. It also helps you see how well your team is documenting their tickets. The customer satisfaction numbers and solve rate are both great numbers to measure how well you are handling the users. Once you start tracking all this information you find that it will help with your staffing and scheduling, as well as give you a great over view of all of IT. Soon you will start to see problem trends you never even realized were in your center.