Password resets can cost customer services up to $250 per user per year

By: Trademagazin Date: 2024. 10. 01. 11:12

At first glance, password resets may seem like an insignificant detail among the daily tasks of a customer service. However, this could not be further from the truth, according to TOPdesk Hungary’s expert: password management can be a significant cost for companies, and it can greatly reduce the efficiency of customer service staff if there are many tasks of this nature.

The new password costs a lot

According to a Gartner survey, 30-50% of IT customer service calls are related to password resets. Depending on the size of the given organization and the number of end users, this can mean up to tens of hours of work per week. In some cases, this means that IT support staff spend nearly 40% of their workday performing manual password resets.

In addition, handling password reset requests is not only extremely time-consuming, but also costly. Globally, Burton Group estimates that password resets can cost up to $250 per user per year. For a medium-sized organization with 500 end users, this is $125,000 per year.

Tags: TOPdesk Magyarország