Measuring Remote Workforce Productivity with your PSA

April 22, 2020

Measuring Remote Workforce Productivity with your PSA

By Caroline Chapin

Today’s global health scare has forced most of us to work from home. As we settle into this “new normal,” how are you measuring your team’s productivity?

Professional services automation tools are designed to help MSPs manage their business and drive success. It’s no wonder MSPs rely so heavily on the dashboards and widgets to track business progress in real time and take action immediately when needed. PSA tools are ideal for measuring productivity of your newly remote team.

I spoke with one of our top MSPs who reinforced the importance of tracking metrics such as:

  • Ticket volumes
  • SLAs on ticket response times
  • Ticket durations
  • Ticket escalations
  • Support call hold times
  • Client satisfaction
  • And more!

Leveraging real time metrics will help you measure the productivity of your remote team and address areas for improvement if needed. The more you can track, the more you can measure and then accountability becomes the standard. Try to limit your metrics to ten, you don’t want to add stress to an already stressful new WFH situation. Less is More!

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