Hello, Im new to the forums and first off would like to say hello everyone!
I am the assistant manager of my helpdesk. I want to give incentives to my employees but so far the past 3 assistants could not come up with a metrics that was good enough for the department head.
We take about 300 calls a day and answer about 100 emails. Calls are received by the next tech available and emails are more of a free for all. We operate 24/7.
The problem im seeing is that the techs who work nights or weekends wont see as many calls or emails.
I was thinking about using a "customer survey" that we have but people can have a bad day and not give the best surveys.
I was also thinking about call times but this will vary due to new techs and techs that have been here for 10 years.
Is there anyone on here who manages a group in a similar work situation or a tech who receives incentives? What incentive system do you use?