This is critical for any business in any industry, not just managed service providers. You’ve got to figure out what your key performance indicators are and watch them every day.
Are they improving?
Declining?
Why?
Manufacturing companies have been good at this for decades, thanks to initiatives like the Total Quality Management and Six Sigma movements. I think it’s critical that everyone understands that you can do this in service businesses too.
At Everon we keep a daily scorecard that includes over 80 metrics that we track to know how we are doing every day. What metrics are important to us?
- # of new leads generated
- Open service tickets per client
- Open service tickets per employee
- Hold times
- Abandoned calls
- % of service tickets resolved on first contact
And many more. You have to pick the ones that are right for your business based on your specific service offering, company goals, and brand promises you make. How else will you know if you’re improving or not? How will you reward your employees effectively if you don’t have this level of information?
If you are interested in more on this subject, I highly recommend:
I hope you find them as helpful as I have!
MRC
