Discussion Forum: General Discussion: Help Desk Discussion: Call Rates & Staffing Levels


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Call Rates & Staffing Levels

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Author	Subject: Call Rates & Staffing Levels

zhelpdesk
Member

Mar 18, 2004, 12:43 AM

Call Rates & Staffing Levels	Quote \| Reply

Hi there - I work on a Help Desk that currently has 6 staff supporting 1100 people Australia wide. We seem to be having some issues around staff boredom due to a decrease in our daily call rate. Im just wondering whether anyone has experienced / or is experiencing a similar situation.

Basically since we have upgraded our Operating System to Windows XP in the last year, our call rate has dropped dramatically (by nearly 1000 calls per month) as a result of an improvement in network stability. Although this is fantastic from a customer perspective - from our HD perspective it has slowed us right down. As a result of this we are encountering laziness, boredom & complacenecy among the team. Also the majority of the team have been in the same role for a number of years

We would greatly appreciate to hear from someone who has been through a similar situation & are eager to hear what steps were taken to combat the issue

Thanks

servicedesk
Member

Nov 9, 2010, 11:15 AM

Re: [zhelpdesk] Call Rates & Staffing Levels	Quote \| Reply

Is this due to your help desk software & reporting. We experienced a similiar thing when implementing Numara Software's Help Desk Software in Australia http://www.numarasoftware.com.au/track-it/help_desk_software.aspx

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