Rapid Assessment for Help Desk The Rapid Assessment for Help Desk service assists help desk managers in improving the management of multipurpose operations serving a variety of constituencies. Using Gartner's TCO Chart of Accounts, help desk managers can understand the trade-offs among cost, service levels and customer satisfaction. The analysis provides decision support for staffing and outsourcing issues. Results may include a determination that your client's help desk is effective as currently configured or that greater investment in resources may be required to build a world-class organization. The Chart of Accounts and peer database provide a framework for comparative analysis and key metrics to analyze personnel, service levels, management strategies and efficiencies of contact centers/help desks. In addition, the analysis offers strategies for improvement to transform your contact center/help desk into a more valuable resource. Sample results (figure 6) show client cost per handled contact are lower than both the database average and the peer average. Further investigation by Gartner Measurement analysts reveals whether this is a positive or negative impact to the organization. Addresses the following business issues: Control the factors that can escalate your help desk costs Identify opportunity areas by analyzing your help desk vs. that of your peers Improve customer satisfaction Weigh cost-efficiency against other factors such as staffing attrition, complexity, outsourcing alternatives and service quality Evaluate long- and short-term goals figure 6 Contact Information: For more information about Gartner Measurement services please e-mail measurement.info@gartner.com