--- title: 5 KPIs to Track Your Help Desk Team Performance in 2019 description: How will you measure the performance of your help desk outsourcing team in 2019? In the world of help desk support, the number of KPIs are endless and it can be quite difficult to know what you should be measuring. Here are five top key performance indicators to help track your help desk outsourcing team's performance in 2019. image: https://www.ghdsi.com/hubfs/Stock%20images/Hand%20with%20marker%20writing%20KPI.jpeg --- ## A quick read with a big impact. Search Ok Posted by [ Global Help Desk Services Inc. ](https://www.ghdsi.com/blog/author/global-help-desk-services-inc) Sharing is caring - [** ](https://www.facebook.com/sharer/sharer.php?u=https://www.ghdsi.com/blog/five-kpis-to-track-your-help-desk-team-performance-in-2019) - [** ](https://www.linkedin.com/shareArticle?mini=true&url=https://www.ghdsi.com/blog/five-kpis-to-track-your-help-desk-team-performance-in-2019) - [** ](https://twitter.com/share?url=https://www.ghdsi.com/blog/five-kpis-to-track-your-help-desk-team-performance-in-2019) # 5 KPIs to Track Your Help Desk Team Performance in 2019 ![](https://www.ghdsi.com/hubfs/2020/blank.png) ![Hand with marker writing KPI](https://www.ghdsi.com/hs-fs/hubfs/Stock%20images/Hand%20with%20marker%20writing%20KPI.jpeg?width=340&name=Hand%20with%20marker%20writing%20KPI.jpeg)Key Performance Indicators (KPIs) are the most important measurable outcomes that not only keep your [help desk outsourcing team](https://www.ghdsi.com/) on track to achieve its goals, but can also indicate the success and failure of your help desk support operations. But how will you measure the performance of your [help desk outsourcing team](https://www.ghdsi.com/) in 2019? In the world of help desk support, the number of KPIs are endless and it can be quite difficult to know exactly what you should be measuring. Here are five top key performance indicators to help track your help desk outsourcing team performance in 2019. **1. Customer Satisfaction **You may think that your customers are happy, but your customers may think otherwise. Measuring customer satisfaction is not easy, so you’ll need to give your customers a way to [rate and review your help desk services](https://www.ghdsi.com/enterprise-help-desk-services), then compare the number of completed feedback forms with what you actually sent out. It's best practice to include different questions in the forms that you will need your customers to fill.  These questions may include, but aren't limited to: - How Satisfied were you with the agents understanding of your business requirements? - How Satisfied were you with the time it took to resolve your support request? - Was help desk able to resolve your problem? If your struggling to think of survey questions to ask, here is a list of [20 of popular customer satisfaction survey questions](https://survicate.com/customer-satisfaction/survey/most-popular-questions/). **2. Rate of Resolution The end user's satisfaction is directly related to the rate of resolution of their issue(s). According to an [SQM Group study](https://www.sqmgroup.com/customer-experience-best-practices-blog/one-contact-resolution-metric), “The satisfaction of the end user could drop by 15% for every subsequent exchange (call, email etc). **While leaving a ticket unresolved is out of the question, the best way to tell how well your help desk outsourcing team resolves tickets is to measure how many tickets have been resolved in the first exchange, how many were escalated upwards, and how many have been re-opened. [![Download the Help Desk Challenges eBook](https://no-cache.hubspot.com/cta/default/386448/3d8fc3e4-3ef9-4328-b209-185f6222a787.png)](https://cta-redirect.hubspot.com/cta/redirect/386448/3d8fc3e4-3ef9-4328-b209-185f6222a787) ****3. Response and Wait Times** **Time is money for both you and your customers. We all know how frustrating it is to sit at the other end of a phone call or online chat, wondering if anything is being accomplished. Response time is the period elapsed between initial request and first contact, while wait time is the "down" periods while the agent works on the request. The longer these times are, the greater your customers' dissatisfaction.  So the more issues your [help desk outsourcing team](https://www.ghdsi.com/) solves with the first customer exchange, the better for everybody. Time tracking software is one of the best ways to keep an eye on your team members and see if and how they are improving their response times. [Here is a list](https://medium.com/paymo/the-best-time-tracking-software-of-2018-99a3e04de121) of some of the best time tracking software tools that your team can use. **4. Number of New Tickets ** Customers are now in charge of how they want to contact you. A ticket creation report will show you the volume of tickets your help desk outsourcing team is managing as well as the channels that were used to initiate contact. Tracking this will help you find how efficient your team is as well as where you may need to train, hire, or even move team members. **5. Cost Per Ticket **Balancing quality and cost is crucial. Sometimes, your cost per ticket could be higher than the industry average. While this could mean that your help desk outsourcing team is offering better quality, it could also mean that they aren't utilizing resources as efficiently as you'd like. Your cost per ticket can include values like: - Technical expenses - Facility expenses - Telecommunication expenses - Salaries, benefits, etc. Your help desk outsourcing team should always be striving for improvement. Hopefully, these 5 KPIs help give you a sound foundation to keep them on track for success in 2019.  ** If you're looking for help in determining the best KPIs to measure the performance of your help desk support team in 2019, [w](https://info.ghdsi.com/help-desk-expert)**[**e invite you to speak with our team of help desk experts today!**](https://info.ghdsi.com/help-desk-expert) [![Speak with a Help Desk Expert](https://no-cache.hubspot.com/cta/default/386448/d97b3313-f243-4678-8913-3f156e266f71.png)](https://cta-redirect.hubspot.com/cta/redirect/386448/d97b3313-f243-4678-8913-3f156e266f71) [** ](https://www.ghdsi.com/blog/three-ways-to-reduce-your-it-costs-in-2019) [** ](https://www.ghdsi.com/blog/planning-for-2019-how-to-optimize-your-help-desk) ### Recent Posts - [** How to Outsource Healthcare IT Help Desk Support — and Stay HIPAA-Compliant ](https://www.ghdsi.com/blog/how-to-outsource-healthcare-it-help-desk-support-and-stay-hipaa-compliant) - [** 5 IT Help Desk Metrics That Truly Measure Success ](https://www.ghdsi.com/blog/help-desk-kpis-accurately-measure-success) - [** Elevate Your IT Help Desk Skills: Harnessing Personality Styles for Better Results ](https://www.ghdsi.com/blog/elevate-your-it-help-desk-skills) - [** How to Have a Headache-Free Outsourced IT Help Desk Implementation ](https://www.ghdsi.com/blog/how-to-have-a-headache-free-outsourced-it-help-desk-implementation) - [** Outsourced IT Help Desk Services: An Explainer on Contracts ](https://www.ghdsi.com/blog/outsourced-it-help-desk-services-an-explainer-on-contracts) #### Customer Testimonials "They proactively review all of our tickets to try to find more areas where they’re able to resolve issues as the first line. They’re coming back to us with that information so we can increase the number of calls that they’re able to take care of." [ View the Latest Testimonials ](https://www.ghdsi.com/help-desk-company-testimonials) #### [ Help Desk Outsourcing ](https://www.ghdsi.com/help-desk-outsourcing) Global Help Desk Services, Inc. provides help desk outsourcing with guaranteed service levels to enterprise-sized companies. ![top_work_2025-6_final](https://www.ghdsi.com/hubfs/top_work_2025-6_final.png) #### [ Resources ](https://www.ghdsi.com/help-desk-resources) - [ » Blog ](https://blog.ghdsi.com/) - [ » Success Stories ](https://www.ghdsi.com/help-desk-case-studies) - [ » FAQs ](https://www.ghdsi.com/help-desk-outsourcing-faqs) - [ » Help Desk Learning Center ](https://www.ghdsi.com/resources-learning-center) #### Pricing Tools - [ Help Desk Cost Calculator ](https://www.ghdsi.com/help-desk-cost-calculator) - [ IT Cost of Support Calculator ](https://www.ghdsi.com/it-support-cost-calculator) #### [ Are We a Fit ](https://www.ghdsi.com/are-we-a-fit) #### [ Our Approach ](https://www.ghdsi.com/our-approach) - [ » Onboarding Process ](https://www.ghdsi.com/help-desk-onboarding-process) - [ » Service Delivery & Quality Control ](https://www.ghdsi.com/service-delivery-quality-control) [ Schedule a Help Desk Consultation ](https://www.ghdsi.com/contact-us-outsourced-help-desk-services) #### CONTACT US ** Global Help Desk Services, Inc. 521 Cromwell Avenue, Rocky Hill, CT 06067 ** Toll Free: **1.800.770.1075** Local: **1.860.296.7230** [ Contact Us ](https://www.ghdsi.com/contact-us-outsourced-help-desk-services) - [** ](https://www.facebook.com/GlobalHelpDeskServices/) - [** ](https://www.linkedin.com/company/global-help-desk-services-inc-) - [** ](https://twitter.com/GHDSiHelpDesk) [ » View Privacy Policy ](https://www.ghdsi.com/privacy-policy) - [ » About Us ](https://www.ghdsi.com/about-us) - [ » Careers ](https://www.ghdsi.com/help-desk-support-careers) Global Help Desk Services, Inc. - © Copyright 2021 | All rights reserved. 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