My Service Depot - Help Desk
Our Help Desk
At some point in time, you’ll need the help desk and that’s where we really shine! From the moment you call in or send an e-mail the tracking starts. In order to provide exceptional client care all phone calls are recorded and used for training purposes to make your next experience even better. We have built a custom software application that tracks every time we interact with a client. Our help desk agents have at their fingertips a problem resolution database. Here are just a few of the key metrics I stay on top of daily. The following key metrics are for 2008 and accurate through June 30th.
- Average help desk call length - 8.3 minutes
- % of calls answered by 3 rings - 94%
- Average time to get a returned call - 12 minutes
- % of clients that renew their annual support - 98%
2008 YTD Performance Metrics Report Card (as of June 30th)
KEY MEASUREMENT |
BENCHMARK |
YTD AVG. |
ACHIEVED |
|
| 1. | Percent of clients satisfied with our performance | 95% | 97.65% | Yes |
| 2. | Number of complaints reported to management per 1000 clients | < 0.5 | .28 | Yes |
| 3. | Average help desk call length | 10 mins | 8.3 mins | Yes |
| 4. | Percent of help desk calls answered within 3 rings | 90% | 94% | Yes |
| 5. | Time for help desk to return a call | 15 mins | 12 mins | Yes |
| 6. | Clients that continued annual support | 90% | 98% | Yes |
Why SMART SERVICE™ IS #1
