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One goal of every business is to achieve the highest possible quality at the lowest possible cost.  It stands to reason, therefore, that cost and quality should be measured on an ongoing basis.  In fact, many would argue that cost and quality are the only two things that really matter in a service desk.  In past articles MetricNet has discussed the importance of using metrics as a diagnostic tool to improve performance.  So we have to ask ourselves, if cost per contact is one of the foundation metrics for the service desk, how can we affect it?  How can we improve it?  What are the primary levers we have to manage cost?

The service desk is a labor-intensive function.  Agent salaries and benefits make up more than half of all costs for the average service desk.  And when you consider the salaries and benefits for non-agents – e.g. supervisors, team leads, QA/QC, trainers, and workforce schedulers – approximately two thirds of all service desk costs are personnel related, as shown in Figure 1 below.  Labor productivity then is the biggest lever we have to manage and control service desk costs.

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Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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