Published on January 8th, 20100
All smiles for the UK service desk
Wages for support professionals are on the increase, and the number of operations failing to measure customer satisfaction is dwindling, as the value of the service desk to business success becomes universally understood.
These are the headline findings of the latest industry Bench Marking survey from the SDI (Service Desk Institute) which show that despite the continued economic mire, service desk wages have surpassed the figures recorded in 2007. Headcounts remain strong, with 31 per cent of operations expecting to recruit in the next 12 months, while staff remaining in the same position are being rewarded with healthy wage increases.
88 per cent of desks consistently measure the effectiveness of their service, with an increasing number using email and web-surveys to understand customer satisfaction.
However, of the desks which do survey users, almost ten per cent do nothing with the recorded figures. Other areas for improvement include understanding volume, with 20 per cent of respondents admitting they do not measure the number of abandoned calls or track how many service requests are logged.