Help Desk Industry Standard : LUSENET : Service Level Management : One Thread

I'm a lead for a Help Desk in Dallas,TX. And our upper mgmt team is looking to change our SLA for the % of calls Answered within 60 Seconds. Can anyone tell me if 60 Seconds is the industry standard? If not, then what is the industry standard.

Thanks Joey

-- Joey Aguilar (, April 02, 2002


Joey, There is not a "one size fits all" answer to your question. First, you may want to look at the resources available at the Help Desk Institute ( Second, as I look at the question it is not whether or not 60 seconds is the magic number. For any reasonable time interval, there will always be some calls answered within that interval. The real question lies in the percentage that your management is seeking to apply.


Rick Sturm

-- Rick Sturm (, April 13, 2002.

See Regards, Evgeny

-- Evgeny Krylov (, October 13, 2002.

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