Service Desk Performance Targets Calculator

Description

Setting performance targets is crucial for managing and measuring service desk performance, but fewer than 50% of service desks have assigned performance targets for their KPIs.

Using current industry benchmarks for cost per contact, customer satisfaction, contacts per agent per month, FCR, analyst job satisfaction, average speed of answer, and the balanced score, this instantly downloadable calculator will automatically determine a unique set of performance targets designed specifically for your service desk!

Anyone working in the service desk looking to get a handle on what their performance targets should be is encouraged to use this tool. 

Selecting ‘Yes’ from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the Performance Targets Calculator and provide expert guidance on how you can leverage the tool to close any negative performance gaps!

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Your Data Inputs

Average Monthly Contact Volume

Average Contact Handle Time (Minutes)

Analyst Headcount

Average Annual Analyst Compensation