Key Benchmarks for IT Help Desks in the Education Industry

HDI 2010 Industry Benchmark Report Series

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Key Benchmarks for Education Help Desks

1

74%
of Education help desks saw an increase in incident volume in 2009. Infrastructure and product changes, and expanded services were the two biggest drivers.

Source: HDI Industry Benchmark Report Series; Education, 2010

2
Only

Key Benchmarks for Education Help Desks

34%

of Education help desks met their first call resolution (FCR) targets in 2009. Average FCR for the industry was

62.6%.

Source: HDI Industry Benchmark Report Series; Education, 2010

Key Benchmarks for Education Help Desks

3

63%
of Education help desks hit their average speed of answer target (ASA), but only

49% met their
abandonment rate target.

Source: HDI Industry Benchmark Report Series; Education, 2010

4

Key Benchmarks for Education Help Desks

95.4%
of Education help desks offer email as a support channel, but more than 50% of incidents take two or more email exchanges, negating any productivity gains.

Source: HDI Industry Benchmark Report Series; Education, 2010

Key Benchmarks for Education Help Desks

5

44%
of Education help desks consider online chat an essential component of an effective support center, but only 30% currently use chat tools.

Source: HDI Industry Benchmark Report Series; Education, 2010

Download the complete HDI Industry Benchmark Report for Education:

www.bomgar.com/virtualsupportsolutions/wp-HDI-Educa

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