78% of service desks in the dark over call handling costs
[Johannesburg, 4 May 2012] -
Seventy-eight percent of IT service desks are in the dark about how much each call they are handling actually costs, research from Pink Elephant and The Service Desk Institute (SDI) has revealed.The report, which was created from the responses sent to 10 000 IT service management (ITSM) professionals, has also shown that 92% of service desks do not even measure the cost of calls transferred to second line support.Neil Petford, Regional Director of Pink Elephant, says: “Our research shows that the majority of service desks have no idea how much each call actually costs. I find it astounding that 92% of respondents don't measure the cost per second line call resolutions, which may be significantly higher due to the additional and more costly expertise involved in finding solutions. Our experience has shown that the cost goes up by a factor of at least three, should the call get passed to second line support.
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