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Home: General Discussion: Service Level Agreements:
SLA discussion

 

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Author Subject:   SLA discussion

James
Administrator

Oct 15, 2000, 5:50 PM

SLA discussion Quote | Reply

This is always a hot topic when it comes to help desks. Feel free to post a question or comment at any time.


Guest
Anonymous

Jul 5, 2001, 11:36 AM

Re: SLA discussion Quote | Reply

Are you aware of help desk industry averages for percentage of calls resolved during the 1st call, abandon rates and average speed of answer? Thanks.


bmehnert
Member

Dec 15, 2001, 11:07 AM

Re: SLA discussion Quote | Reply

Averages for Help Desk: (From HDI report)

First call resolution:
25-49% - 20%
50-59% - 13%
60-69% - 14%
70-79% - 18%
80-89% - 17%
90 or more - 6%

Abandon rate of less than 8%

Average speed of answer, Under one minute


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