Maintenance and Services

  • 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

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    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
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  • 2.  RE: Metrics for Telecomm help desk

    Posted 17 days ago
    Hi Richard,
    Thanks for the interesting question.
    Can you give us some more details please ?
    You mean SLA ?
    You said that you had some customer service metrics.
    Can you provide some examples here ?

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    Ruslan Makrushin
    Forum Moderator
    Senior System Administrator
    Rostelecom Digital Technologies
    Moscow
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  • 3.  RE: Metrics for Telecomm help desk

    Posted 15 days ago
    Hi Ruslan,

    I am trying to take the data we get from our ticketing system and create meaningful metrics out of the data. SLAs would be a part of it, but things like what kinds of tickets take the longest from time of reporting to completion. What break fix/issues occur the most, as some examples.
    We are trying to learn how to best illustrate what we do and how fast we do it. It will also help us determine future budgeting and staffing needs.
    The metrics I found via the Internet on customer service and contact centers have their place, but are not very oriented in a directly useful way related to telecommunications. They are more like, how fast did calls get answered, were you able to handle the question within one minute, etc.
    I figured that I did not want to reinvent what may already be out there. Once I figure out what is useful I can share that with the group.

    ------------------------------
    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
    ------------------------------



  • 4.  RE: Metrics for Telecomm help desk

    COMMITTEE MEMBER
    Posted 12 days ago

    Hi Richard, it is a very interesting question. No, in all my years in this business, I have not heard of industry-wide, performance metrics specifically for telecom departments. Our departments tend to be so incredibly varied, how do you really measure them against each other? I think we all generally support Avaya UC and/or CC systems, but other than that, there's a limitless number of other duties we all do. I think the best you can do is say: here's how many tickets our team received, here's how many we resolved, here's the average time to resolution, etc.

    But how do you account for the calls your team works on that have no tickets? The "elevator-MAC's" or the "email-MAC's"? How do you account for spending all day writing and testing a vector to manage various CC shutdown scenarios? Or unboxing, assembling, and pre-provisioning 25 new phones? Or testing new products and solutions and creating end-user guides for them?

    Someone else may have a better answer, and if so I'd be interested to know!

    Chip




  • 5.  RE: Metrics for Telecomm help desk

    Posted 11 days ago
    Hi Chip, Thanks for the feedback. Our policies require that, no matter how trivial, we use our ticketing system even for things like unpacking phones, burn-in, or spending a day on a vector. Even writing documentation gets accounted for with a code. We are starting to plow through the data, but just getting the buckets setup has taken a while.

    We are now at the point of starting to determine what kind of data we have, but want to make it meaningful. I know for example that in an average week I spend about 5% on documentation, 70% of the time on system admin functions like vectors, training staff, and provisioning phones, 15% in various meetings, and the last 10% on miscellaneous projects.

    I think the real question is, how to get a handle on what I should look at in a deep of a dive into that 70%

    Kind Regards, Richard

    ------------------------------
    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
    ------------------------------