Charney (2005) describes Benchmarking as a 'deliberate, systematic process whereby an organization seeks to find out who the best are, to learn from them, and to adapt and implement new ideas to improve customer satisfaction.'
A trusted reference point for benchmarking your support function is the Help Desk Institute (HDI) annual Practices and Salary Survey report.
The 2009 version is now available & is based upon feedback from over 1, 000 companies across a number of verticals. Key findings illustrate that:
- 48% of support organizations have multiple support centers
- 31% are supporting customers in multiple countries
- 30% refer to their organization as a help desk and another 30% call themselves a service desk
- The fully burdened cost per incident for phone support is $22, compared to desktop support at $32
- 56% of incidents are resolved at level 1
You can obtain the full report from the following link; http://li-nk.in/cxlzo8
Regards,
Musab Qureshi
Reference: Charney, C. (2005), The Leader's Tool Kit: Hundreds of Tips and Techniques for Developing the Skills You Need, Amacom
