Behind the Numbers: Retail Assist’s IT Help Desk Performance

Retail Assist’s award-winning IT service desk offers flexible help desk support to keep businesses trading seamlessly. Operating 24×7, 365 days a year, we’re proud to deliver exceptional service to customers across thousands of global locations.

Each year, we benchmark our help desk performance. Here’s a snapshot of our latest headline stats for 2025:

• 17.88s average speed of answer
• 130,000 incidents managed in 2024
• 80,667 calls supported with only a 1.44% abandon rate
• 94.61% of service-level agreements are achieved each month

SLAs: Delivering Consistent Performance

One of our standout achievements this year is our impressive performance against service level agreements (SLAs). Tailored for each customer, our goal is to resolve every call with a positive outcome, ensuring problems are fixed quickly and customers walk away satisfied. This year, we’ve consistently hit 94.61% of our SLAs every month, showcasing our commitment to reliable, high-quality service.

Understanding the Customer

Our service delivery team is built on a deep understanding of the industries we serve. Many of our analysts come from retail and hospitality backgrounds, meaning they’re familiar with the day-to-day realities our customers face. We enhance this with on-site training at leading retail and hospitality brands, ensuring analysts grasp not just the technical needs, but the operational challenges too. By working on the frontline alongside our customers, our team gains invaluable insights, strengthening our service and fostering closer, more collaborative relationships.

The Value of Outsourcing

Outsourcing IT support provides a flexible, cost-effective alternative to in-house teams. Our 24×7 help desk adapts to match each customer’s trading hours, providing round-the-clock coverage and an extensive pool of expertise. By supplementing in-house teams with outsourced resources, businesses benefit from faster issue resolution and greater systems uptime. Our scalable, behind-the-scenes support keeps operations running smoothly, saving time and boosting profitability.

Supporting Multiple Languages

Hello, Bonjour, Guten Tag, Hola, Ciao, Hallo, Olá, cześć . . .

Our international help desk analysts can provide support in 16 languages, exceeding industry standards. Multilingual support helps us build stronger connections with global customers, enabling analysts to troubleshoot issues in native languages. This reduces downtime, enhances the end-user experience and fosters better relationships between businesses and their international stores. Plus, with our intelligent routing systems, calls are directed to the most skilled analysts for each territory or language, ensuring fast, effective resolution.

Want to learn more about how we can support your business? We’re proud to work with global leaders in retail, hospitality, leisure, logistics and even local councils. Talk to us to see how Retail Assist can help you achieve seamless IT support, no matter where you are in the world.