Do you really know how much your Service Desk operations cost?
Startling new research results that have just been released show that 78% of Service Desk managers are in the dark over call handling costs.
What’s more, 92% of service desks do not even measure the cost of calls transferred to second line support.
It is no secret that transferring a call to second-line support costs more, what is most startling is the is that it could cost up to three times more than first-line resolution.
Are you measuring how much Service Desk is costing you correctly?
Getting a grip on how much your Service Desk is costing you is essential. After all we all know cannot improve what you do not measure.
Service Desks need to look at how they approach call handling. Measuring both first and second line resolution is essential, as this will demonstrate the true cost of managing and escalating calls.
This will enable service desks to report accurate financial information, which will prove invaluable for future planning in terms of the investment in and development of the service desk function.
For example, if additional investment in first-line training is called for, understanding Service Desk costs more holistically will equip IT managers to better make this decision.
More to follow in this series….
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GSS Infotech Service Desk – Flexible, Quality, Cost Efficient
 Pink Elephant and The Service Desk Institute (SDI) Report on Service Desk, April 2012