Support Center Metrics and Measurements

How do you know if your technical support center is meeting its goals? Do you know how your support center’s performance compares to other support centers and organizations? Do you know what you should measure and where should you be focus your improvement efforts?

This one-day course is designed to identify the metrics that every support center should be using to measure individual, team, and organizational performance. The course will introduce key performance indicators (KPIs) and will identify the important types of questions to ask when analyzing data. Discover which support center metrics are important, how to calculate them, and what do to with them.

What you will Learn:

• The purpose of the different types of metrics
• How to identify which metrics to measure
• Data sources for common support center metrics
• What a key performance indicator (KPI) is and how to identify one based on goals/objectives
• How to differentiate between leading and lagging indicators
• The purpose of base lining and benchmarking
• The value of cost-benefit analysis and return on investment (ROI)
• How to use balanced scorecards
• The purpose of different types of performance reports

Who Should Attend: Support center staff who want to develop their knowledge and understanding of support center metrics.

Course Prices

Classroom Interactive one-day course among peers.

HDI Members: $595 per person Non-members: $695 per person

See Schedule Below

Virtual Classroom Two-hour increments for three days.

HDI Members: $395 per person Non-members: $495 per person

See Schedule Below

Onsite A one-day course conducted at your company’s site.

Request information or call 1-800-248-5667.

Classroom Training Schedule

Virtual Classroom Training Schedule