wekadesign

Often one of the more difficult things in running a help desk is measuring performance. It’s right up there with trying to find talented staff, but often doesn’t become an issue until everything else is in place.

If you’re part of a reasonably sized company, no doubt your employee reviews contain some sort of performance measurement, so everyone gets judged and maybe even rewarded. In some parts of the business, it’s fairly easy to measure an employee’s work e.g. marketing could get rated on new customers and the sales team by how many extra widgets you sold this month.

As a team offering a service, rather than a product, to their customers, the help desk team often solely gets scored on the number of phone calls or tickets they receive or close. Pretty soon these measurements will create behaviours among your staff trying to increase their performance in these metrics. Team members will go for the high volumes of the easy fixes, or calls that can get handed on to 2nd or 3rd level areas, to pump up their stats. Read more »