When outsourcing the help desk function, which indicator is best to include in the service level agreement?

Including the first call resolution rate in the service level agreement (SLA) when outsourcing the help desk function is essential because it directly reflects the effectiveness and efficiency of the help desk in addressing user issues. This metric indicates the percentage of calls that are resolved during the first interaction, which is a critical component of user satisfaction and operational effectiveness.

A high first call resolution rate suggests that the help desk has knowledgeable staff and effective processes in place to resolve issues without requiring follow-up calls or escalations. This leads to a better user experience, reduces the workload on help desk agents, and decreases the overall time and resources spent on resolving incidents. Therefore, this indicator is a strong representation of the quality of service provided by the outsourced help desk.

While other metrics such as the overall number of users supported or the number of incidents reported can provide useful information about the activity level and service load, they do not necessarily reflect the quality of service in terms of user satisfaction. The number of agents answering the phones is more of an operational metric and does not directly speak to the service effectiveness. Hence, prioritizing first call resolution rate in the SLA helps ensure that the outsourced help desk is aligned with the organization’s goals for service quality.