Measuring the Success of Your Outsourced MSP Helpdesk

February 15, 2024

The image displays a professional setting where an individual, likely a business executive, is interacting with a futuristic, touch-sensitive interface. The screen in front of him showcases a glowing five-star rating above a hexagonal symbol that could represent a company logo. The number 5, also highlighted, seems to indicate a top score or priority. The surrounding digital graphics include icons suggesting search, security, or user profile access, with checkboxes implying task completion or standards met. This image conveys a theme of performance evaluation, quality assurance, and high-tech business management, which aligns with the context of assessing outsourced helpdesk services.

Harnessing Metrics for Enhanced Helpdesk Performance

As business landscapes evolve, the reliance on managed service providers (MSPs) for helpdesk services has become crucial. For MSP business leaders, CIOs, and CEOs, understanding how to measure the success of these outsourced services is vital. This blog post will explore essential performance indicators and metrics that help evaluate the effectiveness and ROI of your outsourced helpdesk services.

Customer Satisfaction Scores (CSAT)

The cornerstone of helpdesk evaluation is customer satisfaction. CSAT scores, typically gathered through post-resolution surveys, offer direct insight into client experiences. High CSAT scores generally indicate effective problem resolution and customer handling, whereas lower scores can signal areas needing improvement.

First Contact Resolution (FCR) Rates

FCR rates measure the efficiency of your helpdesk in resolving issues on the first interaction. A high FCR rate not only boosts customer satisfaction but also indicates a knowledgeable and well-equipped helpdesk team. This metric directly correlates with reduced operational costs and increased efficiency.

Average Handle Time (AHT)

While speed isn’t the sole indicator of quality, AHT provides valuable data about the operational efficiency of your helpdesk. It measures the average duration taken to resolve customer issues. Balancing a low AHT with high customer satisfaction is key to a successful helpdesk service.

Service Level Agreements (SLA) Compliance

SLA compliance rates are critical in maintaining trust and transparency with clients. Regularly meeting or exceeding SLA targets is a strong indicator of a reliable and effective helpdesk service. Monitoring SLA compliance helps in identifying patterns and areas for improvement.

Net Promoter Score (NPS)

NPS measures how likely your clients are to recommend your services to others. It’s an indirect but powerful indicator of overall service quality and client loyalty, often reflecting long-term customer satisfaction and service effectiveness.

Cost Efficiency

Understanding the cost-effectiveness of your outsourced helpdesk is vital. Evaluate the cost per ticket and overall operational costs against the quality and speed of service provided. A balance between cost and quality is essential for a sustainable partnership.


In conclusion, regularly assessing these key metrics will not only help in measuring the current effectiveness of your outsourced MSP helpdesk but also in identifying areas for improvement. By focusing on these performance indicators, MSP leaders can ensure that their outsourced helpdesk services continually align with business objectives and client expectations.