Description from the Publisher
If you work for a call center or any other Business Process outsourcing unit, you may get a chance to deal with help desk outsourcing metrics. The metrics are common in the call center industry. This is primarily because such indicators are used in evaluating just how far along the call center is towards the fulfilment of Vision and Mission statement. Key performance Measures would then be used, in the implementation of such metrics. Ultimately, the performance of the help desk would be determined, to gauge the performance of the help desk.
Help desk: A source of technical support for hardware or software. Help desks are staffed by people who can either solve the problem directly or forward the problem to someone else. Help desk software provides the means to log in problems and track them until solved. It also provides the management information regarding support activities.