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Helpdesk Incentives

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#1 zomgtech


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Posted 23 April 2015 - 01:15 PM

Hello, Im new to the forums and first off would like to say hello everyone!  :tophat:



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? 






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#2 Beings


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Posted 23 April 2015 - 06:27 PM

Surveys would be a great idea. My internet company does this, at the end of the conversation. They polity ask you if you would like to do a survey on the service, 


I would not stress about the, "I hate this company because of my bad day" attitude. Personally, I would do this to ensure the best out of my company. 

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