I was talking with a senior manager of a major business earlier this week and they commented that they are getting to help desk calls too quickly and plan to cut staff to get to their KPI response time. Right now they pick up calls in a minute or two. Their KPI calls for a response within five minutes. Given their size, this means they could lose several from their Help desk and still meet their service commitment.

Our help desk runs differently. We prefer to over staff so we can cope with peaks well. Trimming to a budget KPI means peak time wait times become unacceptable. We process anything between 150 and 300 calls a day and on most days it is impossible to predict since half our calls are supplier action generated.

Our customers are human and we are committed to managing our relationship with them in a personal and not KPI driven way.

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