Help Desk performance management
KPI Name: Help Desk Balanced Scorecard Metrics for Excel
Related KPIs: Customer Relationship, Call-Center, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty
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Sample reports:
Some reports were generated with Balanced Scorecard Designer for the Help Desk Balanced Scorecard Metrics for Excel KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:
- Check Overview KPI Report sample.
- Check Full HTML Scorecard Report sample.
- Check Diamond Style Report sample.
Balanced Scorecard Designer Screenshot:
The Balanced Scorecard Designer software was used to create this KPI.
Description by authors:
The most important aspect of any business is customer relationships, if you can manage incoming requests, process them in a timely manner, then you will have a constant sales growth. Helpdesk plays a key role in this process. It is important to measure the performance of helpdesk as it is a good way to find out what is going bad in your customer support service. Keeping an eye on key performance metrics and improving your positions will return in a sales growth.
With Help Desk Balanced Scorecard you will be able to take a control over Customer Satisfaction, Response Time, The call abandon rate, Reliability of Predefined Solutions, Resolution Excellence and helpdesk key performance indicators.
KPI in Excel – Screenshot:
