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This 47-page introductory guide to Insourced IT Service Desk KPIs includes definitions, information on the importance of each metric & key correlations for 44 Insourced IT Service Desk KPIs. A brief overview of each metric is listed below.

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Channel Mix Metrics

Voice % of Total is the percentage of total inbound contacts (including self-help contacts) that originate in the voice channel.

Chat % of Total is the percentage of total inbound contacts (including self-help contacts) that originate in the chat channel.

Web Ticket/Email % of Total is the percentage of total inbound contacts (including self-help contacts) that originate in the web-ticket/email channel.

Walk-Up % of Total is the percentage of total inbound contacts (including self-help contacts) that originate by the user coming to the Service Desk for support in a face-to-face setting (similar to the concept of the “Genius Bar” for customer support in Apple stores).

Self-Help % of Total is the percentage of inbound contacts that are resolved by the user without assistance from a live analyst.

Cost Metrics

Average Cost per Voice Contact is the total annual operating expense of the voice channel divided by the annual inbound voice-contact volume of the Service Desk.

Average Cost per Chat Session is the total annual operating expense of the chat channel divided by the annual number of chats handled by the Service Desk.

Average Cost per Web Ticket/Email Contact is the total annual operating expense of the web-ticket/email channel divided by the annual number of web tickets and emails handled by the Service Desk.

Average Cost per Analyst-Assisted Contact is the total annual operating expense of all analyst-assisted contact channels, including voice, chat, and web-ticket/email, divided by the annual inbound analyst-assisted contact volume of the Service Desk.

Average Cost per Contact is the total annual operating expense of the Service Desk, divided by the annual inbound contact volume of the Service Desk, including self-help contacts.

Average Cost per Voice Minute is simply the Average Cost per Voice Contact divided by the average Inbound Voice Handle Time.

Average Cost per Chat Minute is simply the Average Cost per Chat Session divided by the average Chat Handle Time.

Average Cost per Web Ticket/Email Minute is simply the Average Cost per Web Ticket/Email Contact divided by the average Web Ticket/Email Handle Time.

Total Cost of Ownership Metric

Net First Level Resolution Rate is the number of incidents actually resolved at the Level 1 Service Desk, divided by the number of incidents that could potentially be resolved at the Service Desk.

Handle Time Metrics

Inbound Voice Handle Time is the average time (in minutes) that an analyst spends on each call, including talk time, hold time, and after-call work time.

Outbound Voice Handle Time is the average time (in minutes) that an analyst spends on each outbound call, including talk time, hold time, and after-call work time.

Chat Handle Time is the average time (in minutes) that an analyst spends on each chat, including chat time and after-chat work time.

Web Ticket/Email Handle Time is the average time that an analyst spends handling each web ticket or email contact.

Voice Quality Metrics

Voice Customer Satisfaction is the percentage of customers who are either satisfied or very satisfied with their Service Desk experience in the voice channel.

Net First Contact Resolution (FCR) applies only to live (e.g., voice) contacts. It is a percentage, equal to the number of inbound calls that are resolved on the first contact with the customer, divided by all calls that are potentially resolvable on first contact.

Call Quality is measured on a scale of zero to 100%, and evaluates such things as analyst courtesy, professionalism, empathy, timeliness of resolution, quality of resolution, adherence to the script, etc.

Voice Productivity Metrics

Voice Analyst Utilization is the average time that a voice analyst spends handling both inbound and outbound calls per month, divided by the number of work hours in a given month. (See the more thorough definition on page 24 of the ebook)

Inbound Voice Contacts per Analyst per Month is the average monthly inbound call volume divided by the average full-time equivalent (FTE) voice-analyst headcount.

Outbound Voice Contacts per Analyst per Month is the average monthly outbound call volume divided by the average full-time equivalent (FTE) voice-analyst headcount.

Voice, Chat, and Email Analysts as a % of Total Service Desk Headcount is the average full-time equivalent (FTE) voice, chat, and email analyst headcount divided by the average total Service Desk headcount.

Voice SLA Metrics

Average Speed of Answer (ASA) is the total wait time that callers are in queue, divided by the number of calls handled.

Call Abandonment Rate is the percentage of calls that were connected to the ACD, but were disconnected by the caller before reaching a analyst or before completing a process within the IVR.

% Answered in 60 Seconds is the percentage of all inbound calls that are answered by a live analyst within 60 seconds.

Analyst Metrics

Annual Analyst Turnover is the average percentage of analysts that leave the analyst role in the Service Desk, for any reason (voluntarily or involuntarily), in a year.

Daily Analyst Absenteeism is the average percentage of analysts with an unplanned absence on any given day.

Analyst Schedule Adherence measures whether analysts are in their seats ready to accept calls as scheduled.

Analyst Occupancy is a percentage, equal to the amount of time that a voice analyst is in his or her seat and connected to the ACD and either engaged in a call or ready to answer a call, divided by the analyst’s total number of hours at work (excluding break time and lunch time).

New Analyst Training Hours is the number of training hours (including classroom, computer-based training, self-study, shadowing, being coached, and on-the-job training) that a new analyst receives before he or she is allowed to handle customer contacts independently.

Annual Analyst Training Hours is the average number of training hours (including classroom, computer-based training, self-study, shadowing, etc.) that an analyst receives on an annual basis.

Analyst Tenure is the average number of months that each analyst in your Service Desk.

Analyst Job Satisfaction is the percentage of analysts in a Service Desk who are either satisfied or very satisfied with their jobs.

Chat Metrics

% of Contacts Originating in Chat is the percentage of all contacts coming into the Service Desk that originate in the chat channel.

% of Contacts Resolved in Chat is the percentage of all contacts coming into the Service Desk that originate and are resolved in the chat channel.

Chat First Contact Resolution is the percentage of chat sessions that are resolved on the first interaction with the customer, divided by all chat sessions that are potentially resolvable on first contact.

% Failover Rate from Chat to Voice measures the percentage of chats that “failover” to a live-analyst voice contact.

Customer Satisfaction in the Chat Channel is the percentage of customers who are either satisfied or very satisfied with their Service Desk experience in the chat channel.

Average Concurrent Chat Sessions is the average number of chat sessions that a chat analyst has open at any given time.

Maximum Concurrent Chat Sessions is the maximum number of chat sessions that an analyst is allowed to handle concurrently.

Chat Sessions per Chat Analyst per Month is the average monthly chat volume divided by the average full-time equivalent (FTE) chat-analyst headcount.

You may also be interested in our whitepaper The Seven Most Important Service Desk Metrics.

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

3 Comments

  • Gerhard Basson says:

    Great article.

    I am missing 2 metrics though that will show that the company is acting on the Service Desk metrics.

    1) Are the inbound contacts new or different or art here recurring customer dissatisfaction? There must be a measure to show recurring versus new issues for inbound contacts.
    1a) A successful “recurring” measure would show that the recurring is decreasing – the company is resolving customer issues.
    1b) A successful “new issue” measure would show that the new issues are also decreasing – the company is learning from its mistakes and not introducing new issues.

    2) Decrease in the number of Service Agents over time. This decrease would show that the company is taking customer experience and customer satisfaction seriously and making sure products and service are delivered “issue free”.

    • Angela Irizarry says:

      Thank you for your feedback Gerhard. We will consider adding these KPIs in the next iteration of the eBook. There are 100s of Service Desk KPIs and this eBook was designed to be an introduction to those that we find to be the most common across the Global Service Desk industry.

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