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!
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