MEASURE 3: Market Share
Number of user calls recorded per user per month.
What's the use?
I am not sure that "Market Share" is a very good name for this. Does anybody know another way to call it? Anyway, here's what it is good at: this gives you an idea whether 1st level support is doing one of their key tasks, which is... recording calls! Although it can sound obvious that 1st level support should record all calls, as an analyst, if this is not made very clear by management (and supervisors), it is very easy to slip away from it. Ex: "The user called and I solved her problem in 30 secs. Why would I record that? What's the use? It will take me more time to record it than it took me to resolve it!" It is not uncommun for an analyst to prefer to be the "hero" who solves 10 things like a Superman, than solving these 10, and recording what you have done. What extra reward do you get from recording that?
That's when this measure comes in handy. I've been told that industry average for recording calls should be roughly 1.1 record / user / month. Of course it varies a lot from one industry to another. And whether you have a majority of plant workers, or a huge marketing team ;-) But that can give you some idea where you're at with this activity.
Limitations with this measure
The objective is not to record more calls than there really is, to have nice numbers. Actually, if we had very good problem management, change management, availability and capacity management, etc, we should not have so many Incidents no? Still, if your company is big enough, you may be able to use this measure to highlight which L1 support team is not doing that part of their job properly. And believe me, at my place, it is quite obvious.
Another limitation is that it is not taking into account the quality of calls recorded... this would require a softer measure.