Versions Compared

Old Version 5

changes.mady.by.user Robert W Smyser

Saved on

compared with

New Version 6

changes.mady.by.user Robert W Smyser

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

New metrics ideas can be introduced at any time.  Continuous improvement efforts seek to move prospective metrics to possible, and possible to operational, within the normal operations of the teams involved.

Metrics Quadrant

Call Center

In-Person Services

Telephony

Client Satisfaction or
Programmatic Outcomes

Client Satisfaction Overall with
Call Center

Client Satisfaction Overall with
Repair Center

Client Satisfaction Overall with
Telephone Help 

Resource Utilization
... of Team Services
(market penetration)
(utilization of the team
by MIT) (client uptake)
(event demographics)

Tickets per Topic
Unique IDs per Cohort

Total service calls by platform?
Warranty service by platform?

Total Moves/Adds/Changes
AudioBridge Reservations
% Using NameConnector

Resource Utilization
... of Tools and Resources

Calls Offered
Tickets Created by Method  (Email / Voice / Other) 

Repair Center Tickets created

VoIPHelp Tickets Created

Process Performance

Consultant Hours Per Day
Average Wait on Hold
Abandon Rate
1st day Resolution

Average Time to Resolve -- repair turnaround time or total elapsed?
(very different)

% VoIPHelp Solved in Tier 1

Finances

 

possibility: Revenue from PC Service / Software Repair? 
Warranty vs Fee? --

 

Definitions and Means of Production

...