The Proper Implementation of Helpdesk Outsourcing KPI

Helpdesk outsourcing KPI or helpdesk outsourcing key performance indicators are very much needed in any call center. In fact, it is because of this that these KPIs are very much common in just about any call industry that you can find all over the world. But to understand these aspects more clearly, it becomes a must to define these aspects first.These indicators are actually used for the evaluation of the call center’s present performance when placed against corporate goals and objectives. In laymen’s terms, these measures can show you how the call center is currently performing, especially when you compare this performance to the goals and objectives that were set upon its foundation.The metrics that you use should be quantifiable in form. After all, how else can you analyze and interpret data that is not quantifiable in form, right? If you were to do this with qualitative data, there is that inevitable risk of being subjective during the process. And where subjectivity is concerned, there will certainly be biases in store for you. With biases surrounding your analysis and interpretation of data, you would surely have a lot of difficulty here. Performance management is indeed a must when you are dealing with the performance of a call center. And the atmosphere of objectivity can only be achieved through the use of performance management measures, or your helpdesk KPIs to be more specific. Remember that interpretation should be based on quantifiable diet, not mere observation, or hearsay. This way, there would be no room for subjectivity at all.Okay, so just how important are these KPIs for your helpdesk? Imagine the hundreds of calls any call center would receive within a single workday. Although these calls would concern, more or less, the same issues, the degree of importance would be inevitably varied. For instance, the call center handles an ISP or an Internet Service Provider account, like Bellsouth or Verizon. The agents would certainly be handling different issues for the customers. Some would concern billing issues. Others would concern installation services. Now, for billing issues alone, Customer A might be calling to inquire when her payment is due because she misplaced her billing statement. Customer B, on the other hand, might be calling to question the excess charges placed on her account, in spite of the fact that she already had her service terminated. Customer B’s issue would certainly be more serious than that of Customer A, right? With the proper implementation of helpdesk KPIs, Customer B’s call would be routed and given more priority than Customer A. Though this does not mean that Customer A would not be given due attention because her issue will still be entertained as thoroughly as possible. It is just a matter of choosing which issue to prioritize, and when the appropriate KPIs are implemented, then this would be easier for any call center.Another very important thing to remember when it comes to establishing helpdesk outsourcing KPI is that these quantifiable measures must be in accordance with the goals and objectives of the call center itself. These metrics are used to check how far along a business is from realizing its goals, right? Thus, there should be proper alignment here.