When it comes to outsourcing your help desk, you can’t afford to wing it. Measuring how well your outsourced help desk services perform is the key to delivering top-notch support without the fluff. But which metrics actually make a difference? That’s what we’re diving into today.
What’s the deal with help desk metrics?
Not all numbers are created equal—especially when it comes to your outsourced help desk support. The right help desk metrics can make or break the customer experience. When you measure the right stuff, your support gets faster, smoother, and way more effective.
Outsourcing your help desk services is smart, but making sure they actually perform? Even smarter. So let’s get into the 7 help desk metrics that actually matter.
1. First response time (FRT)
Your customer’s first impression of your support comes down to this: how fast do you answer? First Response Time (FRT) measures how long it takes for your team to respond after a ticket is created. FRT is crucial because, let’s face it, nobody likes waiting. A quick response tells customers, “We’re on it,” even if you don’t have the full solution right away.
To keep your FRT sharp, set clear expectations with your outsourced help desk support, making it a priority to respond within minutes, not hours.
2. Ticket resolution time
Okay, you’ve answered the customer. Now, how fast can you actually fix their problem? Ticket resolution time measures how long it takes to fully resolve an issue from the moment it’s reported to when it’s marked “resolved.” Faster resolution times mean happier customers. Simple as that.
With Outsourcey’s help desk outsourcing, you’re not just getting speedy resolutions; you’re getting solutions that stick.
3. Customer satisfaction score (CSAT)
CSAT is all about knowing how happy your customers are with your support. After a ticket is closed, send out a survey asking how satisfied they were with the help they received. It’s an easy way to see where your team is shining and where they could tighten up.
Pro tip: Incorporate CSAT feedback into regular training for your outsourced help desk services. That way, you’re always improving.
4. Number of tickets created
Are you tracking how many issues your team is handling? Number of tickets created gives you an overview of your help desk’s workload. It helps you see patterns—like if certain issues keep popping up—and decide whether you need to change processes, software, or something else.
Outsourcey’s outsourced help desk support is designed to handle fluctuating ticket volumes without breaking a sweat. Whether you’ve got a sudden surge or steady flow, we’ve got your back.
5. First contact resolution (FCR)
No one wants to go back and forth with support, and that’s where first contact resolution shines. This metric shows how often issues get resolved in just one interaction. The higher your FCR, the more efficient your team is. And for customers, fewer interactions mean quicker resolutions and less hassle.
By outsourcing your help desk, you can boost your FCR by tapping into specialized experts who solve problems on the spot. Less back-and-forth, more happy customers.
6. Cost per ticket
What’s your help desk actually costing you? Cost per ticket measures how much it costs to resolve each ticket, factoring in everything from staff to software. Keeping this metric low without sacrificing quality is the sweet spot.
At Outsourcey, we streamline the whole support process so that every ticket costs less—without cutting corners.
7. Abandonment rate
If customers are hanging up or abandoning chats before getting help, you’ve got a problem. Abandonment rate measures how often this happens. A high rate could point to long wait times or ineffective support channels.
By reducing abandonment rates, your outsourced help desk will improve customer retention and satisfaction. Fast, efficient, and reliable service is the name of the game at Outsourcey.
Why these help desk metrics matter
You can’t improve what you don’t measure. The right metrics keep your help desk support efficient, cost-effective, and aligned with customer expectations. Outsourcey’s help desk outsourcing services make it easy to track, measure, and improve every interaction, so you can focus on scaling your business, not putting out fires.
Track, improve, and thrive with Outsourcey
Outsourcey helps you monitor and optimise every key help desk metric. From faster response times to cost-effective solutions, you’ll see the difference in customer satisfaction and your bottom line. Don’t wait—get started with Outsourcey’s outsourced help desk services today.
For more info, check out Outsourcey and let’s make support work for you!
