How to staff a helpdesk properly. (Score 3)

I've seen and sold quite a few helpdesks in my time -- both outsourced and internal. Most helpdesks can't control hr stuff like end user training so the best helpdesks staff based on hold time, first call resolution % and average time to resolution. They also use good Internal Resource Management (IRM or IT specific Helpdesk software) or Customer Relationship Management (CRM or customer service call center) software

It usually works like this:

Hold Time: Work with management to come up with a goals for hold time or response time (callbacks on voicemails). Your CRM or IRM software should help you see when you generate the greatest number of call tickets. Add staff untill you are within the performance metric. If you can't meet the metric under budget, then management needs to invest in people.

First Call Resolution Rate: Train CSRs to solve problems they see the most often to get the highest first call solve rate. Your IRM or CRM software should help measure this and provide an "issue board" to make it easy to deal with the availability or company wide problems. The IRM or CRM package should also have a strong knowledge base so your whole team learns when a CSR creates a new solution to a new problem.

Average time to resolution governs the other stuff: your resolution time (the time between the "help me" call and the customer saying "thanks, you're a lifesaver") can be managed by having effective escalation and delegation plans and by having the right number of level 2 technicians. Again having IRM or CRM software that watches the clock and automatically reassigns calls can really cut call time.

Most companies and managers are totally clueless when it comes to truly understanding how to staff, organize and run their helpdesks. Usually, they don't look at the costs of not doing it right.