Many help desks focus on volume as a metric. How much volume do I have? How long does it take to get through it? How does that translate to headcount for the number of staff I need to handle the call volume? Those are important, but only half of the battle. The other half of the battle is how successful you are in resolving issues at the first level without escalating to the second level.
The reason the first call is so important:
- Cheaper – fix with one resource instead of two
- Time – focus should be on financial productivity. How do we get users up and running as quickly as possible?
Your overall key to success is establishing high first call resolutions and identifying opportunities to reduce or remove call volumes from the environment.
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