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Free Help Desk Training Series | Help Desk Best Practices | MetricNet Certified

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MetricNet provides Benchmarks & Key Performance Indicators for Service Desks, Call Centers, & Desktop Support. Download our Whitepapers and Case Studies today. http://goo.gl/chk0K

MetricNet provides Benchmarks & Key Performance Indicators for Service Desks, Call Centers, & Desktop Support. Download our Whitepapers and Case Studies today. http://goo.gl/chk0K

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  • So that brings us to the central issue of today’s webcast. How do we turn help desk KPI’s into a Competitive Advantage? More specifically, how can we leverage Key Performance Indicators to achieve world-class performance in our help desk? Better, Faster, Cheaper…. Those are the three dimensions of competition. Let’s start by defining what it means to be World-Class…
  • To set the stage for the discussion to come, let me quickly discuss some of the most common help desk KPI’s. There are 27 Key Performance Indicators shown on this page. We have organized them into categories…. These are among the most common KPI’s, but they are certainly not an all-inclusive list.
  • As we get started here, it’s worth commenting on why MetricNet has developed a best practices presentation on the subject of Key Performance Indicators. It’s really quite simple: There is a very strong correlation between help desks that have a strong measurement discipline, and help desks that are world-class. Another way of putting this is that I have never seen a world-class help desk that did not have a strong performance measurement and management discipline. Conversely, help desks that have a strong measurement discipline are almost inevitably world-class. If you want to have a world-class help desk, the quickest and most efficient way to get there is to pay attention to performance measurement and management. At least 80% of what it takes to become a world-class help desk is linked to your ability to measure and manage your performance effectively.
  • Unfortunately, what we see all too often in this industry is that help desks collect a lot of data – in other words, they track a lot of KPI’s, but they don’t do enough analysis…gain enough insight…or take enough action based upon that data.
  • To set the stage for the discussion to come, let me quickly discuss some of the most common help desk KPI’s. There are 27 Key Performance Indicators shown on this page. We have organized them into categories…. These are among the most common KPI’s, but they are certainly not an all-inclusive list.

Free Help Desk Training Series | Help Desk Best Practices | MetricNet Certified Free Help Desk Training Series | Help Desk Best Practices | MetricNet Certified Presentation Transcript

  • Help Desk Best PracticesThe Road to World Class Performance!MetricNet Best Practices Webcast Series
  • If You Need to Reach Us During the PresentationE-mail us at: info@metricnet.comOrCall us at: 202-321-57601© MetricNet, LLC, www.metricnet.com
  • 2© MetricNet, LLC, www.metricnet.comA Historical Perspective:Industry Megatrends!A Model for Help Desk Best Practices:Strategy, Metrics, Human Resources,MarketingA Call To Action:Your Opportunity to Excel!About MetricNet:Your Benchmarking PartnerToday’s Agenda
  • A Historical Perspective:Industry Megatrends!© MetricNet, LLC, www.metricnet.com 3
  • 24 Years of Service Desk Benchmarking DataMore than 1,900 Service Desk BenchmarksGlobal Database30 Key Performance IndicatorsNearly 80 Industry Best Practices4© MetricNet, LLC, www.metricnet.com
  • 5© MetricNet, LLC, www.metricnet.comThen and Now: 24 Years of Benchmarking MetricsKey PerformanceIndicatorNorth American Averages1988 Last YearMonthly Contacts perEnd-User0.79 1.95Cost per Contact $9.57 $21.84Average Handle Time 6:27 12:55Resolved on FirstContact35% 67%Resolved at Level 1 39% 85%Starting Agent Salaries(current dollars)$27,280 $35,411Service Desk Cost perEnd-User per Year$97 $502
  • 6© MetricNet, LLC, www.metricnet.comSo What’s Going on Here?Industry Megatrends: The DriversIncreasing awareness and understanding of help desk TCO (Total Cost of Ownership)Help Desk evolving from a support to a strategic role in the enterpriseThe growing importance of the help desk in shaping end-user opinions of IT
  • 7© MetricNet, LLC, www.metricnet.comAnd What are the Implications?Industry Megatrends: The ResultIncreased Emphasis on First Contact Resolution (FCR)Strategic Application of Key Performance Indicators (KPI’s)Investments in Agent DevelopmentNew Models for Measuring Help Desk ValueRenewed Emphasis on Internal MarketingIncreased Starting Salaries for Agents
  • 8© MetricNet, LLC, www.metricnet.comCharacteristics of a World-Class Help Desk Help desk consistently exceeds customer expectations Result is high levels of customer satisfaction Call quality is consistently high Costs are managed at or below industry average levels Cost per contact below average Minimizes Total Cost of Ownership (TCO) Help desk follows industry best practices Industry best practices are defined and documented Help desk follows industry best practices Every transaction adds value A positive customer experience Drives a positive view of IT overall
  • 9© MetricNet, LLC, www.metricnet.comThe World-Class Help Desk DefinedCost per Contact HigherLowerHigherA World-Class Help DeskAn “Average” Help DeskBEST-IN-CLASSPERFORMANCE CURVEAVERAGE PERFORMANCE CURVE
  • 10© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
  • A Model for Help Desk Best Practices:Strategy, Metrics, Human Resources, Marketing!11© MetricNet, LLC, www.metricnet.com
  • 12© MetricNet, LLC, www.metricnet.com4321CustomerEnthusiasmA Model for Help Desk Best PracticesStrategyHuman ResourcesMetricsMarketingModelComponent Description1. StrategyFocus on end-user productivityand TCO2. MetricsMetrics are usedholistically anddiagnostically3. HRLife-Cyclemanagement ofHumanResources4. MarketingActively managestakeholderperceptions
  • 13© MetricNet, LLC, www.metricnet.comThe Strategic Help DeskModelComponent Description1. StrategyFocus on end-user productivityand TCO2. MetricsMetrics are usedholistically anddiagnostically3. HRLife-Cyclemanagement ofHumanResources4. MarketingActively managestakeholderperceptions4321CustomerEnthusiasmStrategyHuman ResourcesMetricsMarketing
  • 14 Newer help desks andless evolved help desksare in this category Help desks in this stageare unable to anticipateor prepare for problems A reactive “fire-fighting”mentality prevails at thisstage Call volume continuallyincreases at this stage Customer satisfaction isthe goal The primary purpose of astrategic help desk is to makeend users more productiveand drive a positive view of IT Help desk anticipatesproblems and takes action toprevent occurrence A proactive mentality prevails Users are given tools to solvetheir own problems Problem complexity increases Customer enthusiasmand value creation is thegoal! Heavy investments intraining and technologycharacterize this stage An expert network ofproblem solvers isestablished outside thehelp desk Automation begins ACD, VRU, reportgeneration, etc. Knowledge baseestablished Call volume oftentimeslevels offSupport Stage Growth Stage Strategic StageThe Help Desk EvolutionStrategy© MetricNet, LLC, www.metricnet.com
  • 15© MetricNet, LLC, www.metricnet.com61%31%8%Support Stage Transitional Stage Strategic StageTraditional customersupport paradigmThe help desk makes a shiftfrom following the customer toleading the customerThe help desk operates in anon-traditional customersupport paradigm – everytransaction adds value!How Far Has Your Help Desk Evolved?Strategy
  • The Paradox of IT Support Less than 5% of all IT spending isallocated to end-user support Service desk, desktop support,field support This leads many to erroneouslyassume that there is little upsideopportunity in IT support The result is that most supportorganizations are managed with thegoal of minimizing costs But the most effective supportstrategies focus on maximizingvalue16© MetricNet, LLC, www.metricnet.comCorporate IT Spending Breakdown4%96%: Non support functionsEnd-User Support ApplicationDevelopment ApplicationMaintenance NetworkOperations Mainframe andmidrange Computing Desktop Computing Contract Services(e.g., disasterrecovery)
  • Support Level Cost per TicketVendorLevel 2: Desktop SupportField SupportLevel 3 IT(apps, networking, NOC, etc.)Level 1: Service Desk$471$196$85$62$2217© MetricNet, LLC, www.metricnet.comSupport Has an Opportunity to Minimize TCOStrategy
  • 18© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
  • 0102030405060700 1 2 3 4 5ProductiveHoursLostperEmployeeperYearQuality of Support Drives End-User Productivity1 (top) 2 3 4 (bottom)Customer Satisfaction 93.5% 84.5% 76.1% 69.3%First Contact Resolution Rate 90.1% 83.0% 72.7% 66.4%Mean Time to Resolve (hours) 0.8 1.2 3.6 5.0Customer Satisfaction 94.4% 89.2% 79.0% 71.7%First Contact Resolution Rate 89.3% 85.6% 80.9% 74.5%Mean Time to Resolve (hours) 2.9 4.8 9.4 12.3Service DeskDesktop SupportPerformance QuartileSupport Function Key Performance Indicator37.4 46.9Average Productive Hours Lost per Employee per Year 17.1 25.9Performance Quartile n = 6019© MetricNet, LLC, www.metricnet.comStrategy
  • 84%47%31% 29%22%19%8%0%10%20%30%40%50%60%70%80%90%Service Desk DesktopSupportNetworkOutagesVPN Training EnterpriseApplicationsDesktopSoftwareFactors Contributing to IT Customer Satisfaction%SayingVeryImportant n = 1,044 Global large cap companies Survey type: multiple choice 3 responses allowed per survey 84% cited the service desk as a very important factor in their overall satisfaction with corporate IT 47% cited desktop support as a very important factor in their overall satisfaction with corporate ITSupport Drives Customer Satisfaction for All of IT20© MetricNet, LLC, www.metricnet.comStrategy
  • 21© MetricNet, LLC, www.metricnet.com4321CustomerEnthusiasmPerformance Measurement and ManagementStrategyHuman ResourcesMetricsMarketingModelComponent Description1. StrategyFocus on end-user productivityand TCO3. MetricsMetrics are usedholistically anddiagnostically2. HRLife-Cyclemanagement ofHumanResources4. MarketingActively managestakeholderperceptions
  • Some Common Help Desk KPI’s Cost per Ticket First Level Resolution RateCostService LevelQualityCall HandlingAgent Average speed of answer(ASA) Call abandonment rate % Answered within 30Seconds Average hold time Average time to abandon Percent of calls blocked Contacts per Agent perMonth Agent Utilization Agents as % of TotalFTE’s Customer Satisfaction Call Quality First Contact Resolution Rate Agent Occupancy Annual Agent Turnover Daily Absenteeism New Agent Training Hours Annual Agent Training Hours Schedule Adherence Agent Tenure Agent Job Satisfaction Contact Handle Time % Escalated Level 1Resolvable User Self-ServiceCompletion RateAnd there are hundreds more!!MetricsProductivity22© MetricNet, LLC, www.metricnet.com
  • 23© MetricNet, LLC, www.metricnet.comThe Premise Behind Help Desk KPI’sWe’ve all heard the expression…“If you’re not measuring it…you’re not managing it!”But there’s more to the story…Lots more!Metrics
  • 24© MetricNet, LLC, www.metricnet.comThe Dilemma with Help Desk KPI’sLots and Lots of data But not enough analysis… Not enough Insight… And not enough Action!!Metrics
  • 25© MetricNet, LLC, www.metricnet.comTwo Paradigms for Help Desk KPI’sThe Historical Approach The Holistic ApproachMeasurement(75%)Analysis(15%)Prescription(7.5%)Action(2.5%)Measurement(5%)Analysis(20%)Prescription(30%)Action(45%)IncreasingValue!Metrics
  • Some Common Help Desk KPI’s Cost per Ticket First Level Resolution RateCostService LevelQualityCall HandlingAgent Average speed of answer(ASA) Call abandonment rate % Answered within 30Seconds Average hold time Average time to abandon Percent of calls blocked Contacts per Agent perMonth Agent Utilization Agents as % of TotalFTE’s Customer Satisfaction Call Quality First Contact Resolution Rate Agent Occupancy Annual Agent Turnover Daily Absenteeism New Agent Training Hours Annual Agent Training Hours Schedule Adherence Agent Tenure Agent Job Satisfaction Contact Handle Time % Escalated Level 1Resolvable User Self-ServiceCompletion RateAnd there are hundreds more!!MetricsProductivity26© MetricNet, LLC, www.metricnet.com
  • 27© MetricNet, LLC, www.metricnet.comKPI’s: Which Ones Really Matter? Cost per ContactCostProductivityQualityCall Handling Agent Utilization Customer Satisfaction First Contact Resolution RateAgent  Agent Job SatisfactionAggregate  Balanced scorecardTCO  First Level Resolution RateMetricsRead MetricNet’s whitepaper on Help Desk Performance Metrics. Go to www.metricnet.com to get your copy!
  • MetricsAggregate Metrics: The Balanced ScorecardStep 1Six criticalperformancemetrics have beenselected for thescorecardStep 2Each metric has beenweighted according to itsrelative importanceStep 3For each performance metric,the highest and lowestperformance levels in thebenchmark are recordedStep 4Your actualperformance foreach metric isrecorded in thiscolumnStep 5Your score for eachmetric is then calculated:(worst case – actualperformance) / (worstcase – best case) X 100Step 6Your balanced score for eachmetric is calculated: metricscore X weighting28Worst Case Best CaseCost per Contact 25.0% $55.28 $9.15 $21.83 72.5% 18.1%Customer Satisfaction 25.0% 63.7% 97.5% 77.2% 39.9% 10.0%Agent Utilization 15.0% 30.9% 64.4% 47.0% 48.0% 7.2%Net First Contact Resolution Rate 15.0% 51.8% 87.5% 70.2% 51.4% 7.7%Agent Job Satisfaction 10.0% 53.5% 91.5% 73.4% 52.4% 5.2%Average Speed of Answer 10.0% 192 13 60 73.5% 7.3%Total 100.0% N/A N/A N/A N/A 55.6%Performance RangeMetricWeightingPerformance MetricBalancedScoreYourPerformanceMetricScore
  • Overall Help Desk Scorecard Trend40%45%50%55%60%65%70%75%80%85%Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov DecHelpDeskBalancedScore12 Month Average Monthly ScoreMetrics29© MetricNet, LLC, www.metricnet.com
  • Metrics30© 2012 MetricNet, LLC, www.metricnet.comBalanced Scorecard Benchmark30© MetricNet, LLC, www.metricnet.com0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%100.0%BalancedScoresHigh 86.5%Average ----- 50.3%Median 50.3%Low 13.8%Your Score 55.6%Balanced ScoresKey StatisticsHigh 86.5%Average ----- 50.3%Median 50.3%Low 13.8%Your Score 55.6%Balanced ScoresKey Statistics
  • 31© MetricNet, LLC, www.metricnet.comYour Help DeskPerformancePerformance ofBenchmarking PeerGroupDetermine HowBest in ClassAchieve SuperiorityAdopt SelectedPractices ofBest in ClassBuild a SustainableCompetitiveAdvantageThe ultimateobjective ofbenchmarkingCOMPAREThe Benchmarking MethodologyMetricsRead MetricNet’s whitepaper on Help Desk Benchmarking. Go to www.metricnet.com to receive your copy!
  • 32© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
  • 33© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
  • 34© MetricNet, LLC, www.metricnet.comBenchmarkingCase Study
  • Benchmarking Performance SummarySample Data Only! Not Intended for Benchmarking Purposes!MetricsAverage Min Median MaxCost/Contact $28.17 $22.96 $6.59 $22.56 $38.44First Level Resolution Rate 59.0% 81.0% 59.0% 83.0% 88.0%Contacts/Agent-Month 429 504 373 487 699Agent Utilization 46.7% 53.1% 25.9% 53.9% 71.1%Average Speed of Answer (ASA) in seconds 18 45 12 34 187Percent Answered in 30 Seconds or Less 86.6% 72.1% 36.5% 71.3% 100.0%Call Abandonment Rate 2.9% 8.1% 1.4% 7.6% 25.2%Call Quality 68.4% 79.9% 43.8% 75.8% 94.5%Customer Satisfaction 63.0% 79.0% 41.9% 75.5% 96.6%Annual Agent Turnover 29.5% 31.7% 1.7% 26.4% 94.0%Daily Absenteeism 19.2% 13.2% 0.1% 13.0% 29.8%New Agent Training Hours 36 79 20 69 241Ongoing Agent Annual Training Hours 12 34 0 20 130Agent Satisfaction (% satisfied or very satisfied) 71.0% 75.4% 33.8% 70.1% 94.5%Agents as a Percent of Total FTEs 77.9% 70.5% 57.1% 69.3% 88.4%Contact Handle Time (min:sec) 12:41 11:18 2:47 9:34 19:55First Contct Resolution Rate 51.3% 71.2% 45.4% 67.8% 94.1%IVR Completion Rate 6.7% 22.0% 0.0% 18.9% 44.8%AgentCall HandlingCostProductivityService LevelQualityMetricType Key Performance Indicator (KPI)YourScorePeer GroupRead MetricNet’s whitepaper on Benchmarking Peer Group Selection. Go to www.metricnet.com to get your copy!35© MetricNet, LLC, www.metricnet.com
  • The Foundation Metrics: Cost and QualityCost per Contact(Efficiency)Customer Satisfaction(Effectiveness)Metrics36© MetricNet, LLC, www.metricnet.com
  • Agent Utilization and First Contact Resolution RateCost per Contact Customer SatisfactionAgentUtilizationFirst ContactResolutionMetrics37© MetricNet, LLC, www.metricnet.com
  • Agent Utilization Drives Cost per Contact$0$5$10$15$20$25$30$35$40$4520% 30% 40% 50% 60% 70% 80%Agent UtilizationCostperContactMetrics38© MetricNet, LLC, www.metricnet.com
  • First Contact Resolution Drives Customer Satisfaction20%40%60%80%100%20% 40% 60% 80% 100%First Contact ResolutionCustomerSatisfactionMetrics39© MetricNet, LLC, www.metricnet.com
  • Service Levels: ASA and Abandonment RateCost per Contact Customer SatisfactionAgentUtilizationFirstContactResolutionTraining HoursSchedulingEfficiencyService Levels:ASA and ARMetrics40© MetricNet, LLC, www.metricnet.com
  • ASA Drives Cost per Contact$0.00$5.00$10.00$15.00$20.00$25.00$30.00$35.00$40.000 50 100 150 200 250Average Speed of Answer (sec)CostperContactMetrics41© MetricNet, LLC, www.metricnet.com
  • Call Abandonment Rate Also Drives Cost per Contact$0.00$5.00$10.00$15.00$20.00$25.00$30.00$35.00$40.00$45.000.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0%Call Abandonment RateCostperContactMetrics42© MetricNet, LLC, www.metricnet.com
  • ASA vs. Customer Satisfaction0.0%20.0%40.0%60.0%80.0%100.0%0 5% 10% 15% 20%ASA as a % of Total Handle TimeCustomerSatisfactionMetrics43© MetricNet, LLC, www.metricnet.com
  • Call Abandonment Rate vs. Customer Sat0.0%20.0%40.0%60.0%80.0%100.0%0.0% 5.0% 10.0% 15.0% 20.0% 25.0%Call Abandonment RateCustomerSatisfactionMetrics44© MetricNet, LLC, www.metricnet.com
  • Training Hours Impact First Contact Resolution RateCost per Contact Customer SatisfactionAgentUtilizationFirstContactResolutionTraining HoursSchedulingEfficiencyService Levels:ASA and ARMetrics45© MetricNet, LLC, www.metricnet.com
  • New Agent Training Hours vs. First Contact Resolution0%10%20%30%40%50%60%70%80%90%100%0 50 100 150 200 250 300 350New Agent Training HoursFirstContactResolutionRateMetrics46© MetricNet, LLC, www.metricnet.com
  • Veteran Agent Training vs. First Contact Resolution0%10%20%30%40%50%60%70%80%90%100%0 20 40 60 80 100 120 140Annual Agent Training HoursFirstContactResolutionRateMetrics47© MetricNet, LLC, www.metricnet.com
  • Agent SatisfactionCost per Contact Customer SatisfactionAgentUtilizationFirstContactResolutionAgentSatisfactionTraining HoursAbsenteeism/TurnoverSchedulingEfficiencyService Levels:ASA and ARMetrics48© MetricNet, LLC, www.metricnet.com
  • Agent Satisfaction Impacts Customer Satisfaction20%30%40%50%60%70%80%90%100%50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%Agent SatisfactionCustomerSatisfactionMetrics49© MetricNet, LLC, www.metricnet.com
  • Agent Satisfaction Drives Agent Turnover0%10%20%30%40%50%60%70%80%90%50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%Agent SatisfactionAnnualTurnoverMetrics50© MetricNet, LLC, www.metricnet.com
  • Cause and Effect of Primary KPI’sCost per Contact Customer SatisfactionAgentUtilizationFirstContactResolutionAgentSatisfactionTraining HoursAbsenteeism/TurnoverSchedulingEfficiencyService Levels:ASA and ARMetrics51© MetricNet, LLC, www.metricnet.com
  • Training Hours Drive Agent Satisfaction40%50%60%70%80%90%100%0 20 40 60 80 100 120 140Annual Agent Training HoursAgentSatisfactionMetrics52© MetricNet, LLC, www.metricnet.com
  • A Summary of the Major KPI CorrelationsCost per Contact Customer SatisfactionAgentUtilizationFirstContactResolutionAgentSatisfactionCoaching Career Path Training HoursCallQualityHandleTimeAgents/Total FTE’sAbsenteeism/TurnoverFirst LevelResolutionSchedulingEfficiencyService Levels:ASA and ARMetrics53© MetricNet, LLC, www.metricnet.com
  • Benchmarking Performance SummarySample Data Only! Not Intended for Benchmarking Purposes!MetricsAverage Min Median MaxCost/Contact $28.17 $22.96 $6.59 $22.56 $38.44First Level Resolution Rate 59.0% 81.0% 59.0% 83.0% 88.0%Contacts/Agent-Month 429 504 373 487 699Agent Utilization 46.7% 53.1% 25.9% 53.9% 71.1%Average Speed of Answer (ASA) in seconds 18 45 12 34 187Percent Answered in 30 Seconds or Less 86.6% 72.1% 36.5% 71.3% 100.0%Call Abandonment Rate 2.9% 8.1% 1.4% 7.6% 25.2%Call Quality 68.4% 79.9% 43.8% 75.8% 94.5%Customer Satisfaction 63.0% 79.0% 41.9% 75.5% 96.6%Annual Agent Turnover 29.5% 31.7% 1.7% 26.4% 94.0%Daily Absenteeism 19.2% 13.2% 0.1% 13.0% 29.8%New Agent Training Hours 36 79 20 69 241Ongoing Agent Annual Training Hours 12 34 0 20 130Agent Satisfaction (% satisfied or very satisfied) 71.0% 75.4% 33.8% 70.1% 94.5%Agents as a Percent of Total FTEs 77.9% 70.5% 57.1% 69.3% 88.4%Contact Handle Time (min:sec) 12:41 11:18 2:47 9:34 19:55First Contct Resolution Rate 51.3% 71.2% 45.4% 67.8% 94.1%IVR Completion Rate 6.7% 22.0% 0.0% 18.9% 44.8%AgentCall HandlingCostProductivityService LevelQualityMetricType Key Performance Indicator (KPI)YourScorePeer GroupRead MetricNet’s whitepaper on Benchmarking Peer Group Selection. Go to www.metricnet.com to get your copy!54© MetricNet, LLC, www.metricnet.com
  • 55© MetricNet, LLC, www.metricnet.comQuestion & Answer
  • 56© MetricNet, LLC, www.metricnet.com4321CustomerEnthusiasmHuman Resource ManagementStrategyHuman ResourcesMetricsMarketingModelComponent Description1. StrategyFocus on end-user productivityand TCO2. MetricsMetrics are usedholistically anddiagnostically3. HRLife-Cyclemanagement ofHumanResources4. MarketingActively managestakeholderperceptions
  • 57© MetricNet, LLC, www.metricnet.comBest Practices: Human ResourcesHuman Resources:Best Demonstrated PracticesAffected KPI’sCost/CallCustomerSatUtilizationFirstCallResCallQualityHandleTimeTurnoverRecruit-mentRecruiting is a rigorous and holistic process that measures specific agentcompetencies, and matches those competencies to the needs of the servicedesk.TrainingRigorous and formalized training is available for both new and seasonedagents. Training is customized to meet the needs of each agent, and isdesigned to maximize First Level and First Contact Resolution.CareerPathingCareer paths have been formalized and documented, and often include verticalas well as lateral promotion opportunities. Performance levels required foradvancement are clearly articulated. Agents are encouraged to take charge oftheir own career and skills development.RetentionFormal strategies are employed to maximize employee retention. Thesestrategies are designed to improve employee job satisfaction and loyalty,thereby maximizing agent morale and minimizing turnover.CoachingandFeedbackService desk management demonstrates commitment to continuousimprovement by conducting frequent, one-on-one coaching to each agent, andby providing specific suggestions for improvement and setting attainable goals.Perform-anceStandardsService desk agents are held accountable for minimum performance standardswith incentives for surpassing, and disincentives for falling short of the standard.Performance goals cover both quality and productivity.HR
  • 58© MetricNet, LLC, www.metricnet.comA Summary of the Major KPI CorrelationsCost per Contact Customer SatisfactionAgentUtilizationFirstContactResolutionAgentSatisfactionCoaching Career Path Training HoursCallQualityHandleTimeAgents/Total FTE’sAbsenteeism/TurnoverFirst LevelResolutionSchedulingEfficiencyService Levels:ASA and ARHR
  • Training Hours Drive Agent Job Satisfaction40%50%60%70%80%90%100%0 20 40 60 80 100 120 140Annual Agent Training HoursAgentSatisfaction59© MetricNet, LLC, www.metricnet.comHR
  • 40%50%60%70%80%90%100%AgentJobSatisfactionAgent Satisfaction with Career Path Agent Satisfaction without Career PathAverage = 72.3%Average = 80.7%Career Path Also Drives Agent Job Satisfaction60© MetricNet, LLC, www.metricnet.comHR
  • 61© MetricNet, LLC, www.metricnet.com4321CustomerEnthusiasmMarket Your Help Desk!StrategyHuman ResourcesMetricsMarketingModelComponent Description1. StrategyFocus on end-user productivityand TCO2. MetricsMetrics are usedholistically anddiagnostically3. HRLife-Cyclemanagement ofHumanResources4. MarketingActively managestakeholderperceptions
  • 62© MetricNet, LLC, www.metricnet.comPerception vs. RealityLOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGHERLOWERPerceived Value > Actual ValuePerceived Value < Actual ValueMarketing
  • Where Does Your Help Desk Operate?LOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGHERLOWERPerceived Value > Actual ValuePerceived Value < Actual ValueA Common (butDangerous) OperatingPositionMarketing63© MetricNet, LLC, www.metricnet.com
  • Operational Effectiveness First!LOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGHERLOWERPerceived Value > Actual ValuePerceived Value < Actual Value#1 OperationalEffectiveness#2BrandManagementMarketing64© MetricNet, LLC, www.metricnet.com
  • Closing the Perception vs. Reality GapLOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGHERLOWERPerceived Value > Actual ValuePerceived Value < Actual ValueClosingthePerceptionGapWhere you Should BeWhere you AreMarketing65© MetricNet, LLC, www.metricnet.com
  • 66© MetricNet, LLC, www.metricnet.comImage Management: The Five W’s1. Who – Who are the Key Stakeholder Groups?2. What – What are the Key Messages?3. When – When are You Going to Communicate Them?4. Where/How – Where/How do You Reach the Stakeholders?5. Why – Why are We Doing This?Marketing
  • 67© MetricNet, LLC, www.metricnet.comKey Success Factors in Help Desk Image ManagementMessagesTimingTimingFrequent Contact• New employee orientation• At session log-in• During training• During the incident• At scheduled sessionsMessagesMultiple Messages• Services• Major initiatives• Performance Levels• FAQ’s• Success StoriesChannelsUse All Available• Log-in messages• Newsletters• Reference Guides• Asset tags• Surveys• User LiaisonsMarketingTiming
  • 68© MetricNet, LLC, www.metricnet.comWhy are We Doing This?We’ve all heard the expression…“Expectations Not Set…are Expectations Not Met!So, let’s get serious about proactively managingexpectations!Marketing
  • © MetricNet, LLC, www.metricnet.com 69Marketing
  • 84%47%31% 29%22%19%8%0%10%20%30%40%50%60%70%80%90%Service Desk DesktopSupportNetworkOutagesVPN Training EnterpriseApplicationsDesktopSoftwareFactors Contributing to IT Customer Satisfaction%SayingVeryImportant n = 1,044 Global large cap companies Survey type: multiple choice 3 responses allowed per survey 84% cited the service desk as a very important factor in their overall satisfaction with corporate IT 47% cited desktop support as a very important factor in their overall satisfaction with corporate ITWhat Drives Customer Satisfaction with IT?Marketing70© MetricNet, LLC, www.metricnet.com
  • 71© MetricNet, LLC, www.metricnet.comMarketing Summary Managing the gap between perception and reality is fairlystraightforward It doesn’t take a lot of time, or cost a lot of money But it is critically important The success of your help desk depends as much on your image, as itdoes on your actual performance! The Benefits of effective Image Management Include: Customer loyalty and positive word-of-mouth referrals Credibility, which leverages your ability to Get Things Done! A Positive Image for IT overall High levels of Customer SatisfactionMarketing
  • A Call to Action:Your Opportunity to Excel!72© MetricNet, LLC, www.metricnet.com
  • 73© MetricNet, LLC, www.metricnet.comA Mandate for Action!Four Simple Steps1. Strategy2. Metrics3. Human Resources4. Marketing4321CustomerEnthusiasmStrategyHuman ResourcesMetricsMarketing
  • 74© MetricNet, LLC, www.metricnet.com1. Think StrategicallyFocus on addingvalue Proactive/Preventive Understand TCO Emphasize FirstLevel Resolution Recognize howvalue is created4321CustomerEnthusiasmStrategyHuman ResourcesMetricsMarketingStrategy
  • 75© MetricNet, LLC, www.metricnet.com2. Performance MeasurementDiagnostic use ofKPI’s Small number of KPI’s Balanced scorecard Benchmarking Understand keycorrelations4321CustomerEnthusiasmStrategyHuman ResourcesMetricsMarketingMetrics
  • 76© MetricNet, LLC, www.metricnet.com3. Human Resource ManagementHolistic approach toHuman Resources Invest in agenttraining anddevelopment Career pathing Coaching andfeedback Formal retentionstrategies4321CustomerEnthusiasmStrategyHuman ResourcesMetricsMarketingHR
  • 77© MetricNet, LLC, www.metricnet.com4. MarketingActively manageyour brand Perception vs.reality Help desk asdriver of ITperceptions Communicatevalue4321CustomerEnthusiasmStrategyHuman ResourcesMetricsMarketingMarketing
  • 78© MetricNet, LLC, www.metricnet.comThe Bottom Line on Help Desk Best Practices The Help Desk is now being managed as a strategic asset within theenterprise One that can reduce the overall cost of IT… Dramatically improve the productivity of end-users… And drive high levels of Customer Satisfaction for all of IT Strategic Help Desks have a number of success factors in common1. Integrated into the IT value chain2. An understanding of the economics of Help Desk TCO3. Active efforts to maximize First Contact, and First Level resolution rates4. Use performance metrics diagnostically, and benchmark annually5. Invest in agent training, coaching, and career pathing6. Have active internal marketing efforts7. And aggressively promote and communicate help desk value
  • Four Easy Ways to Get Started4321CustomerEnthusiasmMeasureDiagnosePrescribeImplementFour Suggestionsto Get Started!1. Register for Future MetricNetWebcasts2. Schedule a Free ConsultationSession with MetricNet3. Download MetricNet’s BestPractices Whitepapers4. Sign up for a MetricNetService Desk Benchmark79© MetricNet, LLC, www.metricnet.com
  • Participate in a FREE 30 Minute Consultation Session! MetricNet offers free Help Desk consultation sessions For webcast attendees only 30 minutes of dialogue with MetricNet Help Desk experts You will receive an invitation from MetricNet to sign up for a free session Or, you can contact MetricNet to schedule your free consulting session 703-992-8160 or… info@metricnet.com80© MetricNet, LLC, www.metricnet.com
  • Download MetricNet’s Best Practices WhitepapersDownload at www.metricnet.com81© MetricNet, LLC, www.metricnet.com
  • zenofsupport.comOr go to our Zen Downloads page:
  • Help DeskSign Up for MetricNet’s Service Desk BenchmarkThe Service Desk Performance BenchmarkTM83© MetricNet, LLC, www.metricnet.com
  • You Can Reach MetricNet…By Phone…703-992-7559On Our Website…www.metricnet.comOr E-mail us…info@metricnet.com84© MetricNet, LLC, www.metricnet.com
  • 85© MetricNet, LLC, www.metricnet.comQuestion & Answer
  • 86© MetricNet, LLC, www.metricnet.comThank You!We look forwardto serving you!
  • About MetricNet:Your Benchmarking Partner87© MetricNet, LLC, www.metricnet.com
  • Jeff Rumburg is a co-founder and Managing Partner at MetricNet,LLC. Jeff is responsible for global strategy, product development,and financial operations for the company. As a leading expert inbenchmarking and re-engineering, Mr. Rumburg authored a bestselling book on benchmarking, and has been retained as abenchmarking expert by such well-known companies as AmericanExpress, Hewlett-Packard, and GM. Prior to co-foundingMetricNet, Mr. Rumburg was president and founder of The VerityGroup, an international management consulting firm specializing inIT benchmarking. While at Verity, Mr. Rumburg launched a numberof syndicated benchmarking services that provided low costbenchmarks to more than 1,000 corporations worldwide.Mr. Rumburg has also held a number of executive positions at META Group, and Gartner, Inc. Asa vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartners globalbenchmarking product suite. And as vice president at META Group, Mr. Rumburgs career wasfocused on business and product development for IT benchmarking. Mr. Rumburgs educationincludes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in OperationsResearch from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. Heis author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Qualityand Productivity Improvement, and has taught graduate-level engineering and business courses.Mr. Rumburg serves on the Strategic Advisory Board for HDI, formerly the Help Desk Institute.Your Presenter: Jeff Rumburg88© MetricNet, LLC, www.metricnet.com
  • 89© MetricNet, LLC, www.metricnet.comBenchmarking is MetricNet’s Core BusinessCall CentersTelecomInformationTechnologySatisfaction Technical Support Customer Service Telemarketing/Telesales Collections Service Desk Desktop Support Field Support Price Benchmarking Customer Satisfaction Employee Satisfaction
  • 24 Years of Service Desk Benchmarking DataMore than 1,900 Service Desk BenchmarksGlobal Database30 Key Performance IndicatorsNearly 80 Industry Best Practices90© MetricNet, LLC, www.metricnet.com
  • Meet a Sampling of Our ClientsMetricNet Conducts benchmarking for Help Desks worldwide,and across virtually every industry sector.© MetricNet, LLC, www.metricnet.com 91
  • 92© MetricNet, LLC, www.metricnet.comYou Can Reach MetricNet…By Phone…703-992-7559On Our Website…www.metricnet.comOr E-mail us…info@metricnet.com
  • 93© MetricNet, LLC, www.metricnet.comThank You!We look forwardto serving you!