Turnaround time – the easiest way to measure the support user’s performance

By | September 26, 2016

The success of an organization depends on how promptly it is able to resolve the complaints raised by its customers and providing them a satisfactory experience. Here, the level of customer satisfaction is determined by the skills of the employees within the organization. And, employees’ skill in handling the issues is contingent on how much they are able to learn from their own experiences during the interactions with the customers. This, in turn, requires an appropriate feedback mechanism to keep them updated with the areas requiring improvements. And more importantly, this mechanism must be based on the precise metric.

Considering the above fact in the mind, we have designed MetaCaseDesk in such a manner that SLA (service level agreement) with your customers can be easily linked with efficiency of your employees. Now, as discussed above, the organizational efficiency can be considered as an aggregate of its support users’ individual efficiencies. To ensure this, we have utilized the Turnaround time as a metric to measure a support user’s efficiency.

Turnaround time, here, is actually defined as the efficiency of a support user in response to a ticket resolution which takes into account, the service level agreement (SLA) for that particular customer, the date of modification made to that ticket by the support user in response to the date of creation of that ticket and the total time taken by him in resolving the ticket. All these factors, then, correspond to his efficiency for that particular ticket. Now, the efficiency added for every ticket assigned to him results into his average efficiency, at the end of every ticket resolution.

Needless to reiterate, measuring the performance on the basis of the actual work delivery is the best way to ensure not only organizational overall efficiency, but also employee satisfaction. An appropriate and scientific performance measurement, hence, helps in improving an employee’s productivity, as well as, the morale. This way, he will be more willing to improve his own performance accordingly, and ultimately, leading to hitting the organizational goals.

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