Articles

Call Center Testing Call Center Consultants Finding Sales Representatives Costs Of Employee Turnover Call Center Training Help Desk Assessments Call Center Simulations Help Desk Skills Pre Employment Testing Employment Screening Employee Retention Call Center Management Advanced Call Center Software Call Center Solutions Call Center Skills Call Center Job Interviews Call Center Benchmarking Call Center Agents Call Center Turnover Recruitment Software Recruitment Tools Recruitment And Selection Employee Recruitment Candidate Selection Employee Selection Validity Customer Service Representatives Sales Representatives Call Center Absenteeism Competencies High Quality Contact Center Solutions Reduce Employee Turnover HR Recruitment Software Call Center Staffing Software Employee Assessments More Resources About Call Center Testing

Call Center Testing

Help Desk Assessments

by Andrew Kozlov

What are some metrics by which you can judge the efficacy of your help desk? The first and most obvious tool you can use is customer feedback. Of course, bear in mind that customers who record feedback for your call center will tend to be somewhat extreme. After all, they've been galvanized to leave feedback either because of a negative experience or because of a particularly glowing experience with the desk.

That said, you can still search for patterns in customer feedback. For instance, if you're getting consistent complaints about one individual or one feature of your help desk--perhaps, clients are complaining about long hold times--you can remedy the trouble accordingly. However, sometimes customer complaints seem unfocused and not necessarily relevant.

Techniques to Measure Help Desk Success

Another tool you can use is something known as a 360 degree assessment. Basically, this system takes feedback from employees and managers. Everyone reports on everyone else; thus, you get a "360 degree" perspective on employee performance. The reason why 360 degree assessments work is that they cancel out the noise that you normally get with one-on-one assessments.

Finally, you can test your help desk by putting your employees through certain drills. For instance, you can purposely siphon heavy call traffic through your operators and personally oversee how your people respond. In addition, you can disguise yourself as an outraged customer and call into the help desk to see whether or not you get service to your liking.

Get all Call Center articles via