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Metrics for Telecomm help desk

  • 1.  Metrics for Telecomm help desk

    Posted 09-17-2021 01:34 PM
    Hello Colleagues, 
    I have been given a request from our CTO. He would like to get some comparisons of how our Telecom team stands up to other organizations. We are in healthcare but I am looking for assistance from any industry. I have found lots of customer service metrics, but none specifically targeted to Telecom departments.
    Does anyone have a list of metrics and/or benchmarks that you use for your team that you are willing to share?
    Would anyone have or know of a good place to get "World Class" comparisons or benchmarks?
    As always I look forward to seeing you responses.
    Kind Regards,

    Richard Browne
    Sr. Telecommunications Engineer
    Adventist HealthCare
    820 West Diamond Avenue, Suite 600
    Gaithersburg, MD 20878
    Office #: 1-240-826-6465 / 1-240-637-4045
    Email: RBrowne@AdventistHealthCare.com