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Unleashing the EnormousPower of Help Desk KPI’sHelp Desk Best Practices Series
1© MetricNet, LLC, www.metricnet.comIf You Need to Reach Us During the PresentationE-mail us at: info@metricnet.comOrCall ...
2© MetricNet, LLC, www.metricnet.comThe Premise Behind Help Desk KPI’sWe’ve all heard the expression…“If you’re not measur...
3© MetricNet, LLC, www.metricnet.comSome Common Help Desk KPI’s Cost per Contact First Level Resolution RateCost Product...
4© MetricNet, LLC, www.metricnet.comThe Dilemma with Help Desk KPI’sLots and Lots of data But not enough analysis… Not e...
5© MetricNet, LLC, www.metricnet.comTwo Paradigms for Help Desk KPI’sThe Historical Approach The Holistic ApproachMeasurem...
6© MetricNet, LLC, www.metricnet.comUnleashing the Enormous Power of Help Desk KPI’sOur central question today…How do we t...
7© MetricNet, LLC, www.metricnet.comCharacteristics of a World-Class Help Desk Help Desk consistently exceeds customer ex...
8© MetricNet, LLC, www.metricnet.comCost per Contact HigherLowerHigherA World-Class Help DeskAn “Average” Help DeskBEST-IN...
A Model for KPI Best Practices:Measure, Diagnose, Prescribe, Implement!9
10© MetricNet, LLC, www.metricnet.com24 Years of Help Desk Benchmarking DataMore than 1,900 Help Desk BenchmarksGlobal Dat...
11© MetricNet, LLC, www.metricnet.com4321CustomerEnthusiasmA Simple Model for KPI ExcellenceMeasureDiagnosePrescribeImplem...
12© MetricNet, LLC, www.metricnet.comMeasure Your Performance!ModelComponent Description1. MeasureMeasureperformance onan ...
13© MetricNet, LLC, www.metricnet.comSome Common Help Desk KPI’s Cost per Contact First Level Resolution RateCost Produc...
14© MetricNet, LLC, www.metricnet.comKPI’s: Which Ones Really Matter? Cost per ContactCostProductivityQualityCall Handlin...
15© MetricNet, LLC, www.metricnet.comKPI’s: Which Ones Really Matter? Cost per ContactCostProductivityQualityCall Handlin...
16© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
17© MetricNet, LLC, www.metricnet.comCost of Resolution: North American AveragesSupport Level Cost per TicketVendorLevel 2...
18© MetricNet, LLC, www.metricnet.comThe Tao of SPOC (Single Point of Contact)User CommunityLevel 1Service DeskDesktopSupp...
19© MetricNet, LLC, www.metricnet.comKPI’s: Which Ones Really Matter? Cost per ContactCostProductivityQualityCall Handlin...
20© MetricNet, LLC, www.metricnet.comMeasureAggregate Metrics: The Balanced ScorecardStep 1Six criticalperformancemetrics ...
21© MetricNet, LLC, www.metricnet.com 21© 2012 MetricNet, LLC, www.metricnet.comBenchmarking Your Overall Performance21© M...
22© MetricNet, LLC, www.metricnet.comThe Service Desk Performance Trend40%45%50%55%60%65%70%75%80%85%Jan Feb Mar Apr May J...
23© MetricNet, LLC, www.metricnet.comNow, Track and Trend Your Performance80%65%$17.00AGENT UTILIZATIONJ F M A M J J AFIRS...
24© MetricNet, LLC, www.metricnet.comDiagnose Your Performance!ModelComponent Description1. MeasureMeasureperformance onan...
25© MetricNet, LLC, www.metricnet.comYour Help DeskPerformancePerformance ofBenchmarking PeerGroupDetermine HowBest in Cla...
26© MetricNet, LLC, www.metricnet.comCost per Contact HigherLowerHigherAFTER BENCHMARKINGSTARTING POINT: BEFOREBENCHMARKIN...
27© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
28© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
29© MetricNet, LLC, www.metricnet.comKPI’s: Which Ones Really Matter? Cost per ContactCostProductivityQualityCall Handlin...
30© MetricNet, LLC, www.metricnet.comBenchmarking Case Study:Optimizing Help Desk PerformanceDiagnose
31© MetricNet, LLC, www.metricnet.comBenchmarking Performance SummaryRead MetricNet’s whitepaper on Service Desk Benchmark...
32© MetricNet, LLC, www.metricnet.comThe Foundation Metrics: Cost and QualityCost/Contact(Efficiency)Customer Satisfaction...
33© MetricNet, LLC, www.metricnet.comAggregate Metrics: Cost vs. QualityLower CostCost (Efficiency)Quality(Effectiveness)T...
34© MetricNet, LLC, www.metricnet.comAgent Utilization and First Contact Resolution RateCost/Contact Customer Satisfaction...
35© MetricNet, LLC, www.metricnet.comAgent Utilization Drives Cost per Contact$0$5$10$15$20$25$30$35$40$4520% 30% 40% 50% ...
36© MetricNet, LLC, www.metricnet.comAgent Utilization Defined Agent Utilization is a measure of the actual time agents s...
37© MetricNet, LLC, www.metricnet.comExample: Service Desk Agent Utilization Inbound Contacts per Agent per Month = 375 ...
38© MetricNet, LLC, www.metricnet.comFirst Contact Resolution Drives Customer Satisfaction20%40%60%80%100%20% 40% 60% 80% ...
39© MetricNet, LLC, www.metricnet.comService Levels: ASA and Abandonment RateCost/Contact Customer SatisfactionAgentUtiliz...
40© MetricNet, LLC, www.metricnet.comASA Drives Cost per Contact$0.00$5.00$10.00$15.00$20.00$25.00$30.00$35.00$40.000 50 1...
41© MetricNet, LLC, www.metricnet.comCall Abandonment Rate Also Drives Cost per Contact$0.00$5.00$10.00$15.00$20.00$25.00$...
42© MetricNet, LLC, www.metricnet.comASA vs. Customer Satisfaction0.0%20.0%40.0%60.0%80.0%100.0%0 5% 10% 15% 20%ASA as a %...
43© MetricNet, LLC, www.metricnet.comCall Abandonment Rate vs. Customer Satisfaction0.0%20.0%40.0%60.0%80.0%100.0%0.0% 5.0...
44© MetricNet, LLC, www.metricnet.comTraining Hours Impact First Contact Resolution RateCost/Contact Customer Satisfaction...
45© MetricNet, LLC, www.metricnet.comNew Agent Training Hours vs. First Contact Resolution0%10%20%30%40%50%60%70%80%90%100...
46© MetricNet, LLC, www.metricnet.comAnnual Agent Training vs. First Contact Resolution0%10%20%30%40%50%60%70%80%90%100%0 ...
47© MetricNet, LLC, www.metricnet.comA Summary of the Major KPI CorrelationsCost/Contact Customer SatisfactionAgentUtiliza...
48© MetricNet, LLC, www.metricnet.comBenchmarking Performance SummaryRead MetricNet’s whitepaper on Service Desk Benchmark...
49© MetricNet, LLC, www.metricnet.comQuestion & Answer
50© MetricNet, LLC, www.metricnet.comPrescribe Actions to Close the Gap!ModelComponent Description1. MeasureMeasureperform...
51© MetricNet, LLC, www.metricnet.comBest Practices: Performance MeasurementPrescribePerformance Measurement:Best Demonstr...
52© MetricNet, LLC, www.metricnet.comBest Practices: Human ResourcesPrescribeHuman Resources:Best Demonstrated PracticesAf...
53© MetricNet, LLC, www.metricnet.comBest Practices: Ticket Handling PracticesPrescribeTicket Handling:Best Demonstrated P...
54© MetricNet, LLC, www.metricnet.comBest Practices: TechnologyPrescribeTechnology:Best Demonstrated PracticesAffected KPI...
55© MetricNet, LLC, www.metricnet.comClosing the Cost GapPrescribeKPIPerformanceTargetKeyDriversPerformanceTarget Best Pra...
56© MetricNet, LLC, www.metricnet.comClosing the Customer Satisfaction GapPrescribeKPIPerformanceTargetKeyDriversPerforman...
57© MetricNet, LLC, www.metricnet.comClosing the Agent Utilization GapPrescribeKPIPerformanceTargetKeyDriversPerformanceTa...
58© MetricNet, LLC, www.metricnet.comClosing the First Contact Resolution GapPrescribeKPIPerformanceTargetKeyDriversPerfor...
59© MetricNet, LLC, www.metricnet.comClosing the Agent Satisfaction GapPrescribeKPIPerformanceTargetKeyDriversPerformanceT...
60© MetricNet, LLC, www.metricnet.comImplement Your Action Plan!ModelComponent Description1. MeasureMeasureperformance ona...
61© MetricNet, LLC, www.metricnet.comCreate abalancedscorecardDocumentagent careerpath optionsDefine agentperformancestand...
62© MetricNet, LLC, www.metricnet.comAnd Establish Performance GoalsDOMAINPERFORMANCEMETRICCURRENTPERFORMANCEPERFORMANCEGO...
63© MetricNet, LLC, www.metricnet.comImplementThe Agent Scorecard63© MetricNet, LLC, www.metricnet.comStep 1Seven critical...
64© MetricNet, LLC, www.metricnet.comMonthly Agent Performance PostingsImplementSep Aug Jul Jun May Apr11 1 95.8% 98.0% 97...
A Call to Action:Your Opportunity to Excel!65© MetricNet, LLC, www.metricnet.com
66© MetricNet, LLC, www.metricnet.com 66
67© MetricNet, LLC, www.metricnet.com84%47%31% 29%22%19%8%0%10%20%30%40%50%60%70%80%90%Service Desk DesktopSupportNetworkO...
68© MetricNet, LLC, www.metricnet.comA Mandate for Action!Four Simple Steps1. Measure2. Diagnose3. Prescribe4. Implement43...
69© MetricNet, LLC, www.metricnet.com1. Start by Measuring Your Performance1. Begin measuringyour performanceon an ongoing...
70© MetricNet, LLC, www.metricnet.com2. Now Benchmark Your Help DeskDiagnose4321CustomerEnthusiasmMeasureDiagnosePrescribe...
71© MetricNet, LLC, www.metricnet.com3. Develop an Action Plan Based on Results3. Develop a simple actionplan Based on ga...
72© MetricNet, LLC, www.metricnet.com4. Now, Put Your Plan Into Action!4. Implement youraction plan! Build buy-in from th...
73© MetricNet, LLC, www.metricnet.comYour Opportunity to Excel! Performance Measurement Should be a Holistic Discipline ...
74© MetricNet, LLC, www.metricnet.comFive Easy Ways to Get Started4321CustomerEnthusiasmMeasureDiagnosePrescribeImplementF...
© MetricNet, LLC, www.metricnet.com 75zenofsupport.comFor Zen of Support Downloads, go to:
76© MetricNet, LLC, www.metricnet.comUpcoming MetricNet WebcastsRegister at www.metricnet.com July 11 Call Center Best P...
77© MetricNet, LLC, www.metricnet.comParticipate in a FREE 30 Minute Consultation Session! MetricNet offers free Service ...
78© MetricNet, LLC, www.metricnet.comDownload MetricNet’s Best Practices WhitepapersDownload at www.metricnet.com
79© MetricNet, LLC, www.metricnet.comHelp DeskSign Up for MetricNet’s Help Desk Benchmark79The Help Desk Performance Bench...
80© MetricNet, LLC, www.metricnet.comYou Can Reach MetricNet…By Phone…703-992-7559On Our Website…www.metricnet.comOr E-mai...
81© MetricNet, LLC, www.metricnet.comQuestion & Answer
82© MetricNet, LLC, www.metricnet.comThank You!We look forwardto serving you!
About MetricNet:Your Benchmarking Partner83© MetricNet, LLC, www.metricnet.com
84© MetricNet, LLC, www.metricnet.comJeff Rumburg is a co-founder and Managing Partner at MetricNet,LLC. Jeff is responsib...
85© MetricNet, LLC, www.metricnet.comBenchmarking is MetricNet’s Core BusinessCall CentersTelecomInformationTechnologySati...
86© MetricNet, LLC, www.metricnet.com24 Years of Help Desk Benchmarking DataMore than 1,900 Help Desk BenchmarksGlobal Dat...
87© MetricNet, LLC, www.metricnet.comMeet a Sampling of Our ClientsMetricNet Conducts benchmarking for Service Desks world...
88© MetricNet, LLC, www.metricnet.comYou Can Reach MetricNet…By Phone…703-992-7559On Our Website…www.metricnet.comOr E-mai...
89© MetricNet, LLC, www.metricnet.comThank You!We look forwardto serving you!© MetricNet, LLC, www.metricnet.com
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Free Help Desk Training Series | Unleashing The Enormous Power of Help Desk KPIs | 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

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  • 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.
  • To set the stage for the discussion to come, let me quickly discuss some of the most common help desk KPI’s. There are 28 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.
  • 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. But data, by itself, is worthless unless you are willing to act on it. In fact, I illustrate this concept graphically on the next page.
  • 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 28 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.
  • Transcript of "Free Help Desk Training Series | Unleashing The Enormous Power of Help Desk KPIs | MetricNet Certified"

    1. 1. Unleashing the EnormousPower of Help Desk KPI’sHelp Desk Best Practices Series
    2. 2. 1© MetricNet, LLC, www.metricnet.comIf You Need to Reach Us During the PresentationE-mail us at: info@metricnet.comOrCall us at: 202-321-5760
    3. 3. 2© MetricNet, LLC, www.metricnet.comThe Premise Behind Help Desk KPI’sWe’ve all heard the expression…“If you’re not measuring it, you’re notmanaging it!”But there’s more to the story…Lots more!
    4. 4. 3© MetricNet, LLC, www.metricnet.comSome Common Help Desk KPI’s Cost per Contact First Level Resolution RateCost ProductivityService 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 % Escalated Level 1Resolvable 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 First Contact ResolutionRate User Self-Help Rate IVR completion Rate Percent of calls transferredAnd there are hundreds more!!
    5. 5. 4© 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!!
    6. 6. 5© 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!
    7. 7. 6© MetricNet, LLC, www.metricnet.comUnleashing the Enormous Power of Help Desk KPI’sOur central question today…How do we turn help desk KPI’sinto a Competitive Advantage?Better…Faster…Cheaper!
    8. 8. 7© 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 overall7
    9. 9. 8© MetricNet, LLC, www.metricnet.comCost per Contact HigherLowerHigherA World-Class Help DeskAn “Average” Help DeskBEST-IN-CLASSPERFORMANCE CURVEAVERAGE PERFORMANCE CURVEThe World-Class Help Desk Defined
    10. 10. A Model for KPI Best Practices:Measure, Diagnose, Prescribe, Implement!9
    11. 11. 10© MetricNet, LLC, www.metricnet.com24 Years of Help Desk Benchmarking DataMore than 1,900 Help Desk BenchmarksGlobal Database30 Key Performance IndicatorsNearly 80 Industry Best Practices
    12. 12. 11© MetricNet, LLC, www.metricnet.com4321CustomerEnthusiasmA Simple Model for KPI ExcellenceMeasureDiagnosePrescribeImplementModelComponent Description1. MeasureMeasure helpdeskperformance onan ongoing basis2. DiagnoseBenchmarkperformance andconduct a gapanalysis3. PrescribeDefine actions toclose the gap4. ImplementImplement youraction plan andimproveperformance
    13. 13. 12© MetricNet, LLC, www.metricnet.comMeasure Your Performance!ModelComponent Description1. MeasureMeasureperformance onan ongoing basis2. DiagnoseBenchmarkperformance andconduct gapanalysis3. PrescribeDefine actions toclose the gap4. ImplementImplement youraction plan toimproveperformance4321CustomerEnthusiasmMeasureDiagnosePrescribeImplement
    14. 14. 13© MetricNet, LLC, www.metricnet.comSome Common Help Desk KPI’s Cost per Contact First Level Resolution RateCost ProductivityService 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 % Escalated Level 1Resolvable 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 First Contact ResolutionRate User Self-Help Rate IVR completion Rate Percent of calls transferredAnd there are hundreds more!!Measure
    15. 15. 14© MetricNet, LLC, www.metricnet.comKPI’s: Which Ones Really Matter? Cost per ContactCostProductivityQualityCall Handling Agent Utilization Customer Satisfaction First Contact Resolution RateAgent  Agent Job SatisfactionMeasureRead MetricNet’s whitepaper on Help Desk Performance Metrics. Go to www.metricnet.com to get your copy!Aggregate  Balanced ScorecardTCO  First Level Resolution Rate
    16. 16. 15© MetricNet, LLC, www.metricnet.comKPI’s: Which Ones Really Matter? Cost per ContactCostProductivityQualityCall Handling Agent Utilization Customer Satisfaction First Contact Resolution RateAgent  Agent Job SatisfactionMeasureAggregate  Balanced ScorecardTCO  First Level Resolution Rate
    17. 17. 16© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
    18. 18. 17© MetricNet, LLC, www.metricnet.comCost of Resolution: North American AveragesSupport Level Cost per TicketVendorLevel 2: Desktop SupportField SupportLevel 3 IT(apps, networking, NOC, etc.)Level 1: Service Desk$471$196$85$62$22Measure
    19. 19. 18© MetricNet, LLC, www.metricnet.comThe Tao of SPOC (Single Point of Contact)User CommunityLevel 1Service DeskDesktopSupportFieldSupportLevel 2 ITSupportVendorSupport
    20. 20. 19© MetricNet, LLC, www.metricnet.comKPI’s: Which Ones Really Matter? Cost per ContactCostProductivityQualityCall Handling Agent Utilization Customer Satisfaction First Contact Resolution RateAgent  Agent Job SatisfactionMeasureAggregate  Balanced ScorecardTCO  First Level Resolution Rate
    21. 21. 20© MetricNet, LLC, www.metricnet.comMeasureAggregate 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 weighting20Worst 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
    22. 22. 21© MetricNet, LLC, www.metricnet.com 21© 2012 MetricNet, LLC, www.metricnet.comBenchmarking Your Overall Performance21© 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 StatisticsMeasure
    23. 23. 22© MetricNet, LLC, www.metricnet.comThe Service Desk Performance Trend40%45%50%55%60%65%70%75%80%85%Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov DecServiceDeskBalancedScore12 Month Average Monthly ScoreMeasure
    24. 24. 23© MetricNet, LLC, www.metricnet.comNow, Track and Trend Your Performance80%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 AMeasureBALANCED SCOREJ F M A M J J ACOST PER CONTACT CUSTOMER SATISFACTIONFIRST CALL RESOLUTION RATEAGENT UTILIZATIONAGENT SATISFACTION CALL ABANDONMENT RATE
    25. 25. 24© MetricNet, LLC, www.metricnet.comDiagnose Your Performance!ModelComponent Description1. MeasureMeasureperformance onan ongoing basis2. DiagnoseBenchmarkperformance andconduct gapanalysis3. PrescribeDefine actions toclose the gap4. ImplementImplement youraction plan andimproveperformance4321CustomerEnthusiasmMeasureDiagnosePrescribeImplement
    26. 26. 25© MetricNet, LLC, www.metricnet.comYour Help DeskPerformancePerformance ofBenchmarking PeerGroupDetermine HowBest in ClassAchieve SuperiorityAdopt SelectedPractices ofBest in ClassBuild a SustainableCompetitiveAdvantageThe ultimateobjective ofbenchmarkingCOMPAREDiagnoseThe Benchmarking MethodologyRead MetricNet’s whitepaper on Help Desk Benchmarking. Go to www.metricnet.com to receive your copy!
    27. 27. 26© MetricNet, LLC, www.metricnet.comCost per Contact HigherLowerHigherAFTER BENCHMARKINGSTARTING POINT: BEFOREBENCHMARKINGBEST-IN-CLASSPERFORMANCE CURVEAVERAGE PERFORMANCE CURVEThe Goal of BenchmarkingDiagnose
    28. 28. 27© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
    29. 29. 28© MetricNet, LLC, www.metricnet.comPOLLING QUESTION
    30. 30. 29© 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 RateDiagnose
    31. 31. 30© MetricNet, LLC, www.metricnet.comBenchmarking Case Study:Optimizing Help Desk PerformanceDiagnose
    32. 32. 31© MetricNet, LLC, www.metricnet.comBenchmarking Performance SummaryRead MetricNet’s whitepaper on Service Desk Benchmarking. Go to www.metricnet.com to get your copy!Sample Data Only! Not Intended for Benchmarking Purposes!DiagnoseAverage 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 Group
    33. 33. 32© MetricNet, LLC, www.metricnet.comThe Foundation Metrics: Cost and QualityCost/Contact(Efficiency)Customer Satisfaction(Effectiveness)Diagnose
    34. 34. 33© MetricNet, LLC, www.metricnet.comAggregate Metrics: Cost vs. QualityLower CostCost (Efficiency)Quality(Effectiveness)Top QuartileEfficient and EffectiveLower QuartileMiddle QuartilesEffective but not EfficientMiddle QuartilesEfficient but not EffectiveYour ServiceDeskPeer GroupHigher CostLowerQualityHigherQualityDiagnose
    35. 35. 34© MetricNet, LLC, www.metricnet.comAgent Utilization and First Contact Resolution RateCost/Contact Customer SatisfactionAgentUtilizationFirst ContactResolutionDiagnose
    36. 36. 35© MetricNet, LLC, www.metricnet.comAgent Utilization Drives Cost per Contact$0$5$10$15$20$25$30$35$40$4520% 30% 40% 50% 60% 70% 80%Agent UtilizationCostperContactDiagnose
    37. 37. 36© MetricNet, LLC, www.metricnet.comAgent Utilization Defined Agent Utilization is a measure of the actual time agents spend providing direct customersupport in a month, divided by total time at work during the month It takes into account both inbound and outbound contacts handled by the Agents, andincludes all contact types: voice, voice mail, email, web chat, walk-in, etc. But the calculation for Agent Utilization does not make adjustments for sick days, holidays,training time, project time, or idle time By calculating Agent Utilization in this way, all Service Desks worldwide are measured inexactly the same way, and can therefore be directly compared for benchmarking purposesAgentUtilization((Average number of inbound Contacts handled by an Agent in a month) X (Average inbound handle time in minutes) +(Average number of outbound Contacts handled by an Agent in a month) X (Average outbound handle time in minutes))(Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr)=Diagnose
    38. 38. 37© MetricNet, LLC, www.metricnet.comExample: Service Desk Agent Utilization Inbound Contacts per Agent per Month = 375 Outbound Contacts per Agent per Month = 225 Average Inbound Contact Handle Time = 10 minutes Average Outbound Contact Handle Time = 5 minutesAgentUtilization((375 Inbound Contacts per Month) X (10 minutes) + (225 Outbound Contacts per Month) X (5 minutes)(21.5 working days per month) X (7.5 work hours per day) X (60 minutes/hr)= =50.4%AgentUtilizationAgentUtilization((Average number of inbound Contacts handled by an Agent in a month) X (Average inbound handle time in minutes) +(Average number of outbound Contacts handled by an Agent in a month) X (Average outbound handle time in minutes))(Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr)=Diagnose
    39. 39. 38© MetricNet, LLC, www.metricnet.comFirst Contact Resolution Drives Customer Satisfaction20%40%60%80%100%20% 40% 60% 80% 100%First Contact ResolutionCustomerSatisfactionDiagnose
    40. 40. 39© MetricNet, LLC, www.metricnet.comService Levels: ASA and Abandonment RateCost/Contact Customer SatisfactionAgentUtilizationFirstContactResolutionTraining HoursSchedulingEfficiencyService Levels:ASA and ARDiagnose
    41. 41. 40© MetricNet, LLC, www.metricnet.comASA 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)CostperContactDiagnose
    42. 42. 41© MetricNet, LLC, www.metricnet.comCall 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 RateCostperContactDiagnose
    43. 43. 42© MetricNet, LLC, www.metricnet.comASA 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 TimeCustomerSatisfactionDiagnose
    44. 44. 43© MetricNet, LLC, www.metricnet.comCall Abandonment Rate vs. Customer Satisfaction0.0%20.0%40.0%60.0%80.0%100.0%0.0% 5.0% 10.0% 15.0% 20.0% 25.0%Call Abandonment RateCustomerSatisfactionDiagnose
    45. 45. 44© MetricNet, LLC, www.metricnet.comTraining Hours Impact First Contact Resolution RateCost/Contact Customer SatisfactionAgentUtilizationFirstContactResolutionTraining HoursSchedulingEfficiencyService Levels:ASA and ARDiagnose
    46. 46. 45© MetricNet, LLC, www.metricnet.comNew 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 HoursFirstContactResolutionRateDiagnose
    47. 47. 46© MetricNet, LLC, www.metricnet.comAnnual 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 HoursFirstContactResolutionRateDiagnose
    48. 48. 47© MetricNet, LLC, www.metricnet.comA Summary of the Major KPI CorrelationsCost/Contact Customer SatisfactionAgentUtilizationFirstContactResolutionAgentSatisfactionCoaching Career Path Training HoursCallQualityHandleTimeAgents/Total FTE’sAbsenteeism/TurnoverFirst LevelResolutionSchedulingEfficiencyService Levels:ASA and ARDiagnose
    49. 49. 48© MetricNet, LLC, www.metricnet.comBenchmarking Performance SummaryRead MetricNet’s whitepaper on Service Desk Benchmarking. Go to www.metricnet.com to get your copy!Sample Data Only! Not Intended for Benchmarking Purposes!Average 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 GroupDiagnose
    50. 50. 49© MetricNet, LLC, www.metricnet.comQuestion & Answer
    51. 51. 50© MetricNet, LLC, www.metricnet.comPrescribe Actions to Close the Gap!ModelComponent Description1. MeasureMeasureperformance onan ongoing basis2. DiagnoseBenchmarkperformance andconduct gapanalysis3. PrescribeDefine actions toclose the gapand improveperformance4. ImplementImplement youraction plan4321CustomerEnthusiasmMeasureDiagnosePrescribeImplement
    52. 52. 51© MetricNet, LLC, www.metricnet.comBest Practices: Performance MeasurementPrescribePerformance Measurement:Best Demonstrated PracticesAffected KPI’sCostperTicketCustomerSatAgentUtilizationFirstCallResRateCallQualityCallHandleTimeAgentTurnoverMetrics, goals,diagnosis andaccountabilityPerformance metrics and goals drive individual accountability andfacilitate diagnosis of performance strengths, issues, gaps andcall quality improvements.Cost and customersatisfactionCost and customer satisfaction results measure efficiency andeffectiveness, and are two critical indicators for help deskoperations.Formal measurements& performancecompliancePerformance measurement is a rigorous discipline assigned to aparticular individual or individuals in the help desk to ensureservice level compliance and consistency in the delivery ofcustomer service .Balanced scorecardA balanced scorecard provides an aggregate measure of helpdesk performance.Management ReportingReporting is targeted and timed to have maximum impact on keyindividuals and stakeholder groups in the company.
    53. 53. 52© MetricNet, LLC, www.metricnet.comBest Practices: Human ResourcesPrescribeHuman Resources:Best Demonstrated PracticesAffected KPI’sCostperTicketCustomerSatAgentUtilizationFirstCallResRateCallQualityCallHandleTimeAgentTurnoverRecruitmentRecruiting is a rigorous and holistic process that measures specific agentcompetencies, and matches those competencies to the needs of the helpdesk.TrainingRigorous and formalized training is available for both new and seasonedagents. Training is customized to meet the needs of each agent, and isdesigned to meet the strategic goals of the help desk.CareerPathingCareer paths have been formalized and documented, and often includevertical as well as lateral promotion opportunities. Performance levelsrequired for advancement are clearly articulated. Agents are encouraged totake charge of their 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.Coaching andFeedbackHelp desk management demonstrates commitment to continuousimprovement by conducting frequent, one-on-one coaching for each agent,and by providing specific suggestions for improvement and settingattainable goals.PerformanceStandardsHelp desk agents are held accountable for minimum performance standardswith incentives for surpassing, and disincentives for falling short of thestandard. Performance goals cover both quality and productivity.
    54. 54. 53© MetricNet, LLC, www.metricnet.comBest Practices: Ticket Handling PracticesPrescribeTicket Handling:Best Demonstrated PracticesAffected KPI’sCostperTicketCustomerSatAgentUtilizationFirstCallResRateCallQualityCallHandleTimeAgentTurnoverStandardizationTicket handling processes are repeatable and standardized, while stillallowing for agent judgment and experience.Call VolumeManagementTicket handling strategies, such as call reduction through “LoadShedding,” call “Channeling,” forecasting and aggressive staffingstrategies are utilized to predict and proactively handle the variance incall volumes.MeasurementManagementHelp Desk must aggressively pursue and identify meaningfulperformance indicators, measure and report against them and analyzethe results for significant trend analysis.ContinuousImprovementHelp Desk has a true culture of excellence through continuousimprovement in the delivery of customer services.Customer-CentricityImproved customer satisfaction, accessibility and usability are theprimary design drivers in the help desk.
    55. 55. 54© MetricNet, LLC, www.metricnet.comBest Practices: TechnologyPrescribeTechnology:Best Demonstrated PracticesAffected KPI’sCostperTicketCustomerSatAgentUtilizationFirstCallResRateCallQualityCallHandleTimeAgentTurnoverTechnologyHierarchyTechnology enhances the speed and quality of each transaction. Itsupplements people and process, but does not replace them.Strategic Alignmentof TechnologyHelp desk technology is consistent with, and supports the strategiesof the help desk and the enterprise overall.Vendor ManagementVendors are actively managed to ensure the adoption of appropriatetechnology, and good value in technology purchases. The buyerdrives the vendor relationship.Call ManagementCustomer ToolsThe help desk and its agents have access to real-time tools thatoptimize call flow management, call logging and tracking to achieveresolution.KnowledgeManagementKnowledge capture and customer history are used to enhance thevalue of each customer interaction .
    56. 56. 55© MetricNet, LLC, www.metricnet.comClosing the Cost GapPrescribeKPIPerformanceTargetKeyDriversPerformanceTarget Best Practice PrescriptionCostperContactVariesAgentUtilization60% Reduce headcount if appropriate Improve workforce scheduling practices Establish agent utilization goal Eliminate back shift if appropriateAverageSpeed ofAnswer45 sec Increase ASA service level target ifappropriateCallAbandonRate6%  Increase Call Abandon target if appropriateIVRCompletionRateVaries Re-architect the IVR to drive more volumethrough the agent-less channel
    57. 57. 56© MetricNet, LLC, www.metricnet.comClosing the Customer Satisfaction GapPrescribeKPIPerformanceTargetKeyDriversPerformanceTarget Best Practice PrescriptionCustomerSatisfaction85% -90%First ContactResolutionRate70% - 80% Establish an FCR goal Provide additional agent training Establish FCR as a key objective in the callcenterCall Quality 90+% Establish a Call Quality target Provide additional agent trainingCall HandleTimeVaries Establish a handle time target Provide additional agent trainingCustomerService SoftSkillsVaries  Provide additional agent training
    58. 58. 57© MetricNet, LLC, www.metricnet.comClosing the Agent Utilization GapPrescribeKPIPerformanceTargetKeyDriversPerformanceTarget Best Practice PrescriptionAgentUtilization60%Headcount Varies Improve workforce scheduling practices Establish agent utilization goal Eliminate back shift if appropriate Rightsize to achieve desired utilizationtargetContactsHandledper AgentMonthVaries  Establish an agent contact volume goalOccupancy 90+% Establish an agent occupancy target Improve workforce scheduling practicesScheduleAdherence90+% Establish a Schedule Adherence target Improve workforce scheduling practices
    59. 59. 58© MetricNet, LLC, www.metricnet.comClosing the First Contact Resolution GapPrescribeKPIPerformanceTargetKeyDriversPerformanceTarget Best Practice PrescriptionFirstContactResolutionRate80%New AgentTrainingHours200+ hours Establish an FCR target Provide additional agent training Establish FCR as a key objectiveVeteranAgentTrainingHours100+ hours Establish an FCR target Provide additional agent training Establish FCR as a key objectiveCallQuality90+% Establish a Call Quality target Provide additional agent trainingKnowledgeMgmt.Varies  Maintain a solutions knowledgebase
    60. 60. 59© MetricNet, LLC, www.metricnet.comClosing the Agent Satisfaction GapPrescribeKPIPerformanceTargetKeyDriversPerformanceTarget Best Practice PrescriptionAgentSatisfaction80%New AgentTrainingHours200+ hours Provide additional training opportunities fornew agentsVeteranAgentTrainingHours100+ hours Provide additional training opportunities forveteran agentsCareerPathVaries  Document agent career path alternativesCoaching/FeedbackMonthly  Provide monthly, one-on-one coachingRewards &IncentivesMonthly Offer monthly rewards and incentives Monetary as well as non-monetary
    61. 61. 60© MetricNet, LLC, www.metricnet.comImplement Your Action Plan!ModelComponent Description1. MeasureMeasureperformance onan ongoing basis2. DiagnoseBenchmarkperformance andconduct gapanalysis3. PrescribeDefine actions toclose the gap4. ImplementImplement youraction plan andimproveperformance431CustomerEnthusiasmMeasureDiagnosePrescribeImplement2
    62. 62. 61© MetricNet, LLC, www.metricnet.comCreate abalancedscorecardDocumentagent careerpath optionsDefine agentperformancestandardsImplementcallmonitoringNow Implement Your Action Plan!ImplementJAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DECDocumentcall handlingstandardsBegincustomer satsurveysEstablish rootcause anal-ysis programRewrite IVRmenus
    63. 63. 62© MetricNet, LLC, www.metricnet.comAnd Establish Performance GoalsDOMAINPERFORMANCEMETRICCURRENTPERFORMANCEPERFORMANCEGOALCost per Contact $27.90 $21.00Customersatisfaction71% 80%Agent Utilization 49% 60%First contactresolution61% 70%Agent Satisfaction 56% 75%HELP DESKBalanced Score 52% 70%CustomersatisfactionBy individual 85%Number of contactshandled per monthBy individual 650Call quality By individual 90 out of 100AGENTFirst ContactResolutionBy individual 75% Define KPI’s to trackand trend Measure baselineperformance Establish “stretch”goals for each KPI Measureperformance at leastmonthly Post performancetrends andperiodically resetgoalsImplement
    64. 64. 63© MetricNet, LLC, www.metricnet.comImplementThe Agent Scorecard63© MetricNet, LLC, www.metricnet.comStep 1Seven criticalperformancemetrics have beenselected for thescorecardStep 2Each metric has beenweighted according to itsrelative importanceStep 3For each performancemetric, the highest andlowest performance levelsin the benchmark arerecordedStep 4The technician’sactual performancefor each metric isrecorded in thiscolumnStep 5The technician’s scorefor each metric is thencalculated: (worstcase – actualperformance) / (worstcase –best case) X100Step 6The technician’s balanced scorefor each metric is calculated:metric score X weighting63Worst Case Best CaseInbound Contacts Handled 25.0% 92 141 130 77.9% 19.5%Customer Satisfaction 20.0% 60.4% 84.9% 70.0% 39.2% 7.8%Agent Utilization 15.0% 34.8% 62.3% 48.6% 50.3% 7.5%First Contact Resolution Rate 15.0% 47.1% 73.5% 65.3% 68.9% 10.3%Teamwork 10.0% 1 5 5 100.0% 10.0%Initiative 10.0% 1 5 4 75.0% 7.5%Mentoring 5.0% 1 5 5 100.0% 5.0%Total 100.0% N/A N/A N/A N/A 67.7%MetricScoreBalancedScoreAgent Performance MetricMetricWeightingBenchmarkPerformance RangeYour ActualPerformance
    65. 65. 64© MetricNet, LLC, www.metricnet.comMonthly Agent Performance PostingsImplementSep Aug Jul Jun May Apr11 1 95.8% 98.0% 97.1% 95.7% 98.3% 97.3% 97.0%32 2 92.8% 92.1% 90.3% 89.3% 84.6% 92.2% 90.2%21 3 91.5% 88.5% 83.2% 94.0% 93.7% 93.5% 90.7%35 4 91.0% 86.8% 85.2% 78.5% 80.5% 68.2% 81.7%14 5 89.5% 89.1% 90.0% 90.1% 92.3% 92.1% 90.5%26 6 83.8% 84.4% 90.2% 86.5% 77.8% 63.9% 81.1%25 7 83.0% 73.6% 81.9% 72.1% 84.8% 87.9% 80.5%15 8 70.4% 66.6% 53.3% 56.3% 56.6% 39.0% 57.0%20 9 64.9% 66.5% 70.1% 56.9% 40.9% 72.7% 62.0%31 10 62.3% 47.4% 22.7% 38.4% 26.0% 93.0% 48.3%16 11 61.0% 62.8% 54.5% 45.9% 41.7% 62.7% 54.8%17 12 57.9% 42.1% 32.3% 71.6% 60.3% 60.3% 54.1%33 13 56.8% 75.5% 64.8% 80.3% 79.7% 73.5% 71.8%13 14 52.2% 34.9% 61.0% 52.8% 58.9% 48.7% 51.4%24 15 48.9% 66.7% 86.9% 87.7% 83.6% 74.5% 74.7%28 16 46.4% 45.5% 19.3% 40.3% 28.8% 32.4% 35.4%27 17 43.7% 26.5% 31.5% 24.3% 22.2% 17.2% 27.6%19 18 41.5% 28.4% 50.1% 48.1% 71.1% 81.0% 53.4%23 19 39.1% 52.3% 57.1% 86.4% 87.7% 88.9% 68.6%22 20 36.8% 18.7% 19.3% 52.9% 66.4% 64.3% 43.1%12 21 36.6% 43.2% 33.1% 65.7% 69.0% 86.0% 55.6%30 22 36.3% 22.6% 23.5% 85.8% 81.5% 70.3% 53.3%29 23 34.1% 44.9% 50.2% 28.3% 48.9% 36.9% 40.5%34 24 33.4% 37.9% 23.1% 21.7% 29.7% 22.6% 28.0%18 25 32.6% 68.4% 80.4% 88.4% 83.8% 91.6% 74.2%59.3% 58.5% 58.0% 65.5% 66.0% 68.4% 62.6%MonthlyRankingMonthly AverageAgentNumberMonthly Scorecard Performance Six MonthAverage
    66. 66. A Call to Action:Your Opportunity to Excel!65© MetricNet, LLC, www.metricnet.com
    67. 67. 66© MetricNet, LLC, www.metricnet.com 66
    68. 68. 67© MetricNet, LLC, www.metricnet.com84%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 IT
    69. 69. 68© MetricNet, LLC, www.metricnet.comA Mandate for Action!Four Simple Steps1. Measure2. Diagnose3. Prescribe4. Implement4321CustomerEnthusiasmMeasureDiagnosePrescribeImplement
    70. 70. 69© MetricNet, LLC, www.metricnet.com1. Start by Measuring Your Performance1. Begin measuringyour performanceon an ongoingbasis Small number ofmetrics – less ismore! Include a balancedscorecardMeasure4321CustomerEnthusiasmMeasureDiagnosePrescribeImplement
    71. 71. 70© MetricNet, LLC, www.metricnet.com2. Now Benchmark Your Help DeskDiagnose4321CustomerEnthusiasmMeasureDiagnosePrescribeImplement2. Benchmark your helpdesk performance Select an appropriatebenchmarking peergroup Use KPI’s defined inthis presentation Identify performancegaps Diagnose theunderlying drivers ofthe performance gaps
    72. 72. 71© MetricNet, LLC, www.metricnet.com3. Develop an Action Plan Based on Results3. Develop a simple actionplan Based on gap analysis… And help desk bestpractices Short list of “low hangingfruit” Do what’s realistic in thenear term Every action shouldreduce costs, improvecustomer satisfaction, orboth!Prescribe4321CustomerEnthusiasmMeasureDiagnosePrescribeImplement
    73. 73. 72© MetricNet, LLC, www.metricnet.com4. Now, Put Your Plan Into Action!4. Implement youraction plan! Build buy-in from thestart Assign ownership/accountability Establishperformance goals Monitor progress overtime Expect positive,measurable results!Implement431CustomerEnthusiasmMeasureDiagnosePrescribeImplement2
    74. 74. 73© MetricNet, LLC, www.metricnet.comYour Opportunity to Excel! Performance Measurement Should be a Holistic Discipline Successful Measurement Goes Well Beyond Tracking and Trending to ProduceActionable Insights Near Term Goal Improved Performance Ultimate Goal World-Class Performance Effective Performance Measurement and Management is the Key to BecomingWorld-Class The Key to Getting Results is to Take Action!
    75. 75. 74© MetricNet, LLC, www.metricnet.comFive Easy Ways to Get Started4321CustomerEnthusiasmMeasureDiagnosePrescribeImplementFive Opportunitiesto Get Started!1. Visit zenofsupport.com2. Register for FutureMetricNet Webcasts3. Schedule a FreeConsultation Session withMetricNet4. Download MetricNet’sBest PracticesWhitepapers5. Sign up for a MetricNetService Desk Benchmark
    76. 76. © MetricNet, LLC, www.metricnet.com 75zenofsupport.comFor Zen of Support Downloads, go to:
    77. 77. 76© MetricNet, LLC, www.metricnet.comUpcoming MetricNet WebcastsRegister at www.metricnet.com July 11 Call Center Best Practices! August 7 Customer Satisfaction Measurement Programsthat Work! September 12 Service Desk Best Practices! October 9 Desktop Support Best Practices! November 13 Unleashing the Enormous Power of ServiceDesk KPI’s!For more information on Industry Best Practices, please register for MetricNet’s FREE upcoming webcasts
    78. 78. 77© MetricNet, LLC, www.metricnet.comParticipate in a FREE 30 Minute Consultation Session! MetricNet offers free Service Desk consultation sessions For webcast attendees only 30 minutes of dialogue with MetricNet Service 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.com
    79. 79. 78© MetricNet, LLC, www.metricnet.comDownload MetricNet’s Best Practices WhitepapersDownload at www.metricnet.com
    80. 80. 79© MetricNet, LLC, www.metricnet.comHelp DeskSign Up for MetricNet’s Help Desk Benchmark79The Help Desk Performance BenchmarkTM
    81. 81. 80© MetricNet, LLC, www.metricnet.comYou Can Reach MetricNet…By Phone…703-992-7559On Our Website…www.metricnet.comOr E-mail us…info@metricnet.com
    82. 82. 81© MetricNet, LLC, www.metricnet.comQuestion & Answer
    83. 83. 82© MetricNet, LLC, www.metricnet.comThank You!We look forwardto serving you!
    84. 84. About MetricNet:Your Benchmarking Partner83© MetricNet, LLC, www.metricnet.com
    85. 85. 84© MetricNet, LLC, www.metricnet.comJeff 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 Rumburg© MetricNet, LLC, www.metricnet.com
    86. 86. 85© MetricNet, LLC, www.metricnet.comBenchmarking is MetricNet’s Core BusinessCall CentersTelecomInformationTechnologySatisfaction Customer Service Technical Support Telemarketing/Telesales Collections Service Desk Desktop Support Field Support Price Benchmarking Customer Satisfaction Employee Satisfaction© MetricNet, LLC, www.metricnet.com
    87. 87. 86© MetricNet, LLC, www.metricnet.com24 Years of Help Desk Benchmarking DataMore than 1,900 Help Desk BenchmarksGlobal Database30 Key Performance IndicatorsNearly 80 Industry Best Practices
    88. 88. 87© MetricNet, LLC, www.metricnet.comMeet a Sampling of Our ClientsMetricNet Conducts benchmarking for Service Desks worldwide, andacross virtually every industry sector.© MetricNet, LLC, www.metricnet.com
    89. 89. 88© MetricNet, LLC, www.metricnet.comYou Can Reach MetricNet…By Phone…703-992-7559On Our Website…www.metricnet.comOr E-mail us…info@metricnet.com© MetricNet, LLC, www.metricnet.com
    90. 90. 89© MetricNet, LLC, www.metricnet.comThank You!We look forwardto serving you!© MetricNet, LLC, www.metricnet.com
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