Image Management:Successfully Marketing Your Help Desk
1© MetricNet, LLC, www.metricnet.com20 Years of Help Desk DataMore than 1,300 Help Desk BenchmarksGlobal Database30 Key Pe...
2© MetricNet, LLC, www.metricnet.comThen and Now: 20 Years of Benchmarking MetricsKey PerformanceIndicatorIndustry Average...
3© MetricNet, LLC, www.metricnet.comThe 20 Year Trend in Help Desk BudgetsHelp Desk budgets have grown from 0.7% to 4.3% o...
4© MetricNet, LLC, www.metricnet.com Newer help desks andless evolved help desksare in this category Help desks in this ...
5© MetricNet, LLC, www.metricnet.com61%31%8%Support Stage Transitional Stage Strategic StageTraditional customersupport pa...
6© MetricNet, LLC, www.metricnet.comThree of the Most Important Industry MegaTrends1. The Holistic Use of KPI’s: The Hidde...
7© MetricNet, LLC, www.metricnet.comSix-Part Model for Help Desk Best PracticesCustomerEnthusiasmStrategyHumanResourcesPro...
8© MetricNet, LLC, www.metricnet.comThe Fundamental Issue: Perception ≠ RealityLOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUE...
9© MetricNet, LLC, www.metricnet.comWhere Does Your Help Desk Operate?LOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGHERLOW...
10© MetricNet, LLC, www.metricnet.comOperational Effectiveness First!LOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGHERLOWE...
11© MetricNet, LLC, www.metricnet.comYour Help DeskPerformancePerformance ofBenchmarking PeerGroupDetermine HowBest in Cla...
12© MetricNet, LLC, www.metricnet.comOperational Effectiveness: The Balanced ScorecardStep 1Six criticalperformancemetrics...
13© MetricNet, LLC, www.metricnet.comBalanced Scorecard Summary*0%10%20%30%40%50%60%70%80%90%100%HelpDeskBalancedScore*The...
14© MetricNet, LLC, www.metricnet.com 14But It’s Not Good Enough…To Be Good Enough!Lower CostCost (Efficiency)Quality(Effe...
15© MetricNet, LLC, www.metricnet.comClosing the Perception vs. Reality GapLOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGH...
16© MetricNet, LLC, www.metricnet.comImage Management: The Five W’s1. Who – Who are the Key Stakeholder Groups?2. What – W...
17© MetricNet, LLC, www.metricnet.comITManagementKey Stakeholder GroupsHelp DeskEnd Users/ClientsCompanyManagementHelp Des...
18© MetricNet, LLC, www.metricnet.comKey Messages to Communicate Services Provided Hours of Operation How to Access Ser...
19
© MetricNet, LLC,www.metricnet.com20Sample Help Desk Reference Guide20
© MetricNet, LLC,www.metricnet.com21Sample Help Desk Reference Guide21
22© MetricNet, LLC, www.metricnet.comCommunicate Your Performance Levels and Goals80%65%$17.00AGENT UTILIZATIONJ F M A M J...
23© MetricNet, LLC, www.metricnet.comCommunicate Your Successes!
24© MetricNet, LLC, www.metricnet.comCreate abalancedscorecardDocumentagent careerpath optionsDefine agentperformancestand...
25© MetricNet, LLC, www.metricnet.comDon’t Be Shy About Communicating Value!Help Desk value models Cost of Service Money...
26© MetricNet, LLC, www.metricnet.comNewEmployeeOrientationSessionLog-InDuring ITTrainingCoursesThere are Many Opportuniti...
27© MetricNet, LLC, www.metricnet.comThe Most Common Communication VehiclesWhere is IS failing to meet XXX needs?Rank Fail...
28© MetricNet, LLC, www.metricnet.comThe Help Desk “Chief Communications Officer” The role of communications in the helpd...
29© MetricNet, LLC, www.metricnet.comSummary: Success Factors in Help Desk Image ManagementMessagesTimingTimingFrequent Co...
30© MetricNet, LLC, www.metricnet.comWhy are We Doing This?We’ve all heard the expression…“Expectations Not Set…are Expect...
31© MetricNet, LLC, www.metricnet.com 31© 2008 MetricNet, LLC, www.metricnet.com
32© MetricNet, LLC, www.metricnet.comWhat Drives End-User Perceptions of IT?84%47%31% 29%22%8%0%20%40%60%80%100%Help Desk ...
33© MetricNet, LLC, www.metricnet.comSome Final Thoughts Managing the gap between perception and reality is fairlystraigh...
34© MetricNet, LLC, www.metricnet.comUpcoming MetricNet WebcastsRegister at www.metricnet.comUnleashing the Enormous Power...
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Free Service Desk Training Series | Service Desk Image Management - How to Successfully Market Your Service Desk | MetricNet Certified

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Free Service Desk Training Series | Service Desk Image Management - How to Successfully Market Your Service Desk | MetricNet Certified

  1. 1. Image Management:Successfully Marketing Your Help Desk
  2. 2. 1© MetricNet, LLC, www.metricnet.com20 Years of Help Desk DataMore than 1,300 Help Desk BenchmarksGlobal Database30 Key Performance IndicatorsNearly 80 Industry Best Practices
  3. 3. 2© MetricNet, LLC, www.metricnet.comThen and Now: 20 Years of Benchmarking MetricsKey PerformanceIndicatorIndustry Average Performance1988 2008Monthly Contacts perEnd-User0.79 1.81Cost per Contact $9.57 $21.52Average Handle Time 6:27 12:20Resolved on FirstContact35% 68%Resolved at Level 1 39% 84%Starting Agent Salaries(2008 dollars)$27,280 $36,340Help Desk Cost perEnd-User per Year$97 $574
  4. 4. 3© MetricNet, LLC, www.metricnet.comThe 20 Year Trend in Help Desk BudgetsHelp Desk budgets have grown from 0.7% to 4.3% of corporate IT spending over the last 20 years.0.0%1.0%2.0%3.0%4.0%5.0%6.0%HelpDeskBudgetasa%ofTotalITSpend1988 1996 2000 2004 200819920.7%1.4%1.8%3.3%4.0% 4.3%A 6 Fold Increase in Help Desk Budgets!
  5. 5. 4© MetricNet, LLC, www.metricnet.com 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 goal of astrategic help desk is to makeend users more productive Help desk anticipatesproblems and takes action toprevent occurrence A proactive mentality prevails Users are given tools to solvetheir own problems Call volume sometimesdeclines at this stage 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 Transitional Stage Strategic StageThe Help Desk Evolution
  6. 6. 5© 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?
  7. 7. 6© MetricNet, LLC, www.metricnet.comThree of the Most Important Industry MegaTrends1. The Holistic Use of KPI’s: The Hidden Value ofKPI Correlations Yesterday’s Session2. Striking the Right Balance: Cost vs. Quality in ITSupport Earlier Today3. Image Management: Successfully Marketing YourHelp Desk This Session!
  8. 8. 7© MetricNet, LLC, www.metricnet.comSix-Part Model for Help Desk Best PracticesCustomerEnthusiasmStrategyHumanResourcesProcessTechnologyPerformanceMeasurementStakeholderCommunicationModelComponentOverview LetterGradeStrategyDefining YourCharter and Mission C+HumanResourcesProactive, Life-cycleManagement ofPersonnelC-Process andProcedureExpeditiousDelivery ofCustomer ServiceB+TechnologyLeveraging Peopleand ProcessesCPerformanceMeasurementA Holistic Approachto PerformanceMeasurementD+StakeholderCommunicationProactivelyManagingExpectationsD-
  9. 9. 8© MetricNet, LLC, www.metricnet.comThe Fundamental Issue: Perception ≠ RealityLOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGHERLOWERPerceived Value > Actual ValuePerceived Value < Actual Value
  10. 10. 9© MetricNet, LLC, www.metricnet.comWhere Does Your Help Desk Operate?LOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGHERLOWERPerceived Value > Actual ValuePerceived Value < Actual ValueA Common (butDangerous) OperatingPosition
  11. 11. 10© MetricNet, LLC, www.metricnet.comOperational Effectiveness First!LOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGHERLOWERPerceived Value > Actual ValuePerceived Value < Actual Value#1 OperationalEffectiveness#2BrandManagement
  12. 12. 11© MetricNet, LLC, www.metricnet.comYour Help DeskPerformancePerformance ofBenchmarking PeerGroupDetermine HowBest in ClassAchieve SuperiorityAdopt SelectedPractices ofBest in ClassBuild a SustainableCompetitiveAdvantageThe ultimateobjective ofbenchmarkingCOMPAREBenchmarking Improves Operational EffectivenessRequest a copy of MetricNet’s whitepaper on Help Desk Benchmarking.
  13. 13. 12© MetricNet, LLC, www.metricnet.comOperational Effectiveness: 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 thencalculated: (worst case– actual performance) /(worst case –best case)X 100Step 6Your balanced score for eachmetric is calculated: metricscore X weightingWorst Case Best CaseCost/Contact 25.0% $35.00 $6.00 $18.44 57.1% 14.3%Customer Satisfaction 25.0% 60.0% 97.0% 73.2% 35.7% 8.9%Agent Utilization 10.0% 30.0% 85.0% 51.7% 39.5% 3.9%First Contact Resolution Rate 15.0% 25.0% 95.0% 68.3% 61.9% 9.3%Agent Satisfaction 20.0% 34.6% 88.3% 74.0% 73.4% 14.7%Average Speed of Answer (sec) 5.0% 140.0 10.0 52.0 67.7% 3.4%Total 100.0% N/A N/A N/A N/A 54.5%MetricScoreBalancedScorePerformance MetricMetricWeightingBenchmarkPerformance Range Your ActualPerformance12
  14. 14. 13© MetricNet, LLC, www.metricnet.comBalanced Scorecard Summary*0%10%20%30%40%50%60%70%80%90%100%HelpDeskBalancedScore*The scores shown in the chart are based upon the performance metrics,weightings, and data ranges shown on the previous page.High 87.9%Average ----- 51.1%Median 50.6%Low 17.5%Your Score 54.5%Key StatisticsHelp Desk Balanced Score
  15. 15. 14© MetricNet, LLC, www.metricnet.com 14But It’s Not Good Enough…To Be Good Enough!Lower CostCost (Efficiency)Quality(Effectiveness)Top QuartileEfficient and EffectiveLower QuartileMiddle QuartilesEffective but not EfficientMiddle QuartilesEfficient but not EffectiveYour ServiceDeskPeer GroupHigher CostLowerQualityHigherQuality© MetricNet, LLC, www.metricnet.com
  16. 16. 15© MetricNet, LLC, www.metricnet.comClosing the Perception vs. Reality GapLOWER COST HIGHERACTUAL VALUEPERCEIVEDVALUEHIGHERLOWERPerceived Value > Actual ValuePerceived Value < Actual ValueClosingthePerceptionGapWhere you Should BeWhere you Are
  17. 17. 16© 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?
  18. 18. 17© MetricNet, LLC, www.metricnet.comITManagementKey Stakeholder GroupsHelp DeskEnd Users/ClientsCompanyManagementHelp DeskPersonnelWHO?
  19. 19. 18© MetricNet, LLC, www.metricnet.comKey Messages to Communicate Services Provided Hours of Operation How to Access Service Major Announcements Performance Levels Performance Improvement Key Initiatives Tips and Tricks Basic How To’s Success Stories!WHAT?No Information = Bad information
  20. 20. 19
  21. 21. © MetricNet, LLC,www.metricnet.com20Sample Help Desk Reference Guide20
  22. 22. © MetricNet, LLC,www.metricnet.com21Sample Help Desk Reference Guide21
  23. 23. 22© MetricNet, LLC, www.metricnet.comCommunicate Your Performance Levels and Goals80%65%$17.00AGENT UTILIZATIONJ F M A M J J AFIRST CONTACT RESOLUTIONJ F M A M J J ACOST PER CONTACTJ F M A M J J ACUSTOMER SATISFACTIONJ F M A M J J A5%80%90%CALL ABANDONMENTJ F M A M J J ABALANCED SCOREJ F M A M J J ACOST PER CONTACT CUSTOMER SATISFACTIONFIRST CALL RESOLUTION RATEAGENT UTILIZATIONAGENT SATISFACTION CALL ABANDONMENT RATE
  24. 24. 23© MetricNet, LLC, www.metricnet.comCommunicate Your Successes!
  25. 25. 24© MetricNet, LLC, www.metricnet.comCreate abalancedscorecardDocumentagent careerpath optionsDefine agentperformancestandardsImplementcallmonitoringCommunicate Your Plans for the FutureJAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DECDocumentcall handlingstandardsBegincustomer satsurveysEstablish rootcause anal-ysis programRewrite IVRmenusSupport Stage Transitional Stage Strategic Stage
  26. 26. 25© MetricNet, LLC, www.metricnet.comDon’t Be Shy About Communicating Value!Help Desk value models Cost of Service Money saved End user productivityExample: End User Productivity 2,600 end users generating 5,000 contacts per month Help desk saves each end user an average of 1 hour 10 minutesper contact The equivalent of 5,833 productive hours saved per month That’s 33.7 FTE’s per year…or more than 1% of payroll!
  27. 27. 26© MetricNet, LLC, www.metricnet.comNewEmployeeOrientationSessionLog-InDuring ITTrainingCoursesThere are Many Opportunities to Manage ImageBrown BagLunchesHelp DeskFAQ SitePeriodicNewslettersWHEN?
  28. 28. 27© MetricNet, LLC, www.metricnet.comThe Most Common Communication VehiclesWhere is IS failing to meet XXX needs?Rank Fails Survey Question1 - 22.1% 24. Availability of shared resources2 - 16.2% 30. Your satisfaction with remote access services3 - 14.7% 17. Continue using the IS Support Center4 - 13.2% 28. Overall satisfaction with computing/network services5 - 11.8% 21. The response to requested software changes5 - 11.8% 29. Satisfaction with the current E-Mail services7 - 10.3% 09. Current services provided by IS8 - 8.8% 19. Developers understand your business requirements9 - 8.8% 23. Reliability of business applications10 - 7.4% 08. IS communication of products and services10 - 7.4% 22. The response to requested enhancements12 - 4.4% 07. IS value compared to the cost of services12 - 4.4% 14. Value of IS Business Consultants12 - 4.4% 20. Responsiveness to application maintenance requests15 - 2.9% 12. Acquisition process for IT15 - 2.9% 18. Applications provide the necessary functionality12%Avg.2.9 % of XXX’s said issue18. failed to meet expectations.Meanfor ALL“fails”Sort fieldsequencefieldvarrianceduplicate rankTitle of ListaboveaveragebelowaverageSelected IssuesWHERE/HOW?NewslettersBrown BagSessionsLeave BehindsBusiness UnitLiaisonsSurveys Log-in Screens Webcasts FAQ Site
  29. 29. 28© MetricNet, LLC, www.metricnet.comThe Help Desk “Chief Communications Officer” The role of communications in the helpdesk should be clearly defined The person(s) responsible for help deskcommunications should designated Drive the overall message Coordinate help desk communication Meet with key liaisons This ensures accountability for thecommunications function And helps to drive a consistent messageacross the organization
  30. 30. 29© MetricNet, LLC, www.metricnet.comSummary: Success Factors in Help Desk Image ManagementMessagesTimingTimingFrequent Contact• New employee orientation• At log-in• During training• During the incident• At scheduled sessionsMessagesMultiple Messages• Services• Major initiatives• Performance Levels• FAQ’s• Success StoriesChannelsUse All Available• User liaisons• Newsletters• Reference Guides• Surveys• Log-in messages
  31. 31. 30© 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 proactivelymanaging expectations!WHY
  32. 32. 31© MetricNet, LLC, www.metricnet.com 31© 2008 MetricNet, LLC, www.metricnet.com
  33. 33. 32© MetricNet, LLC, www.metricnet.comWhat Drives End-User Perceptions of IT?84%47%31% 29%22%8%0%20%40%60%80%100%Help Desk DesktopSupportNetworkOutagesQuality ofDesktopTools(Hardwareand Software)Quality ofEnterpriseApplicationsIT Training%SayingVeryImportant84% of end-users cite the help desk as a primary factorin shaping their opinions of corporate ITWHY
  34. 34. 33© MetricNet, LLC, www.metricnet.comSome Final Thoughts 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 Satisfaction
  35. 35. 34© MetricNet, LLC, www.metricnet.comUpcoming MetricNet WebcastsRegister at www.metricnet.comUnleashing the Enormous Power of ServiceDesk KPI’s Wednesday, April 15th, 2009 at 2:00 pm EDTIT Customer Satisfaction Measurement Tuesday April 21st, 2009 at 2:00 pm - 3:30pmEDTFor more information on Industry Best Practices, please register forMetricNet’s free upcoming webcasts

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