Service industry metrics
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Service industry metrics Service industry metrics Presentation Transcript

  • Service Industry Metrics Who, Why, What, and How???? Dan Wilson
  • Agenda
    • Who is responsible for metrics?
    • Why report metrics?
    • What are the Key Industry Metrics
      • Formulas and definition
    • How : Tools for Metrics
    • Underlying Theme: Differences for Internal vs. External Support Centers (imbedded throughout this presentation)
  • Who?
    • Support Center Staff
      • Creates data
      • Follows standards to ensure consistency
    • Support Center Supervisor/Manager
      • Review data daily! (or at least weekly)
      • Learn the best practices – Gartner, HDI, SSPA, ITIL, etc.
      • Learn the definitions and how to calculate them
      • Benchmark - HDI Practices Survey (Member Averages)
      • Compete within team members and with the best practices
      • Teach staff metrics (empower them)
    • Support Center Senior Management
      • Take involvement and ownership of the metrics
      • Publish metrics (may be done by Manager)
      • Explain the business meaning of the metrics to business partners
      • Benchmark with the industry and competition
  • Why?
    • Why use Metrics?
    • Manage your business.
      • You cannot manage what you cannot measure
    • Service Level Adherence
    • Benchmarking
    • Trending  Drives Real Business Decisions
    • Standards and Best Practices
    • Measure Competition (Team and Business)
    • Marketing
    • Required Deliverable
    • Good excuse to go to HDI Meetings
  • What?
    • Finding definitions of the Key Industry Metrics
    • HDI
    • ITIL
    • SSPA
    • Gartner
    • Training Classes
    • Google…..
    Source: The Help Desk Audit: Blueprint for Success
  • What?
    • What should you measure?
    • It depends.. (you know that was coming)
      • External vs. Internal
      • Free vs. Pay for Service
      • Good vs. Bad image
    • Look at your SLAs and OLAs
    • Call Management Metrics
      • Call Volumes
      • Resolutions
      • Call Update Frequency
    • Financial Metrics
      • Cost Per Call
      • Cost of Existing (relevant for outsourcing)
    • Trend everything!!!!
    • Staffing Metrics
      • Average Speed to Answer
      • Call Hold Time
      • Abandonment Rates
      • Calls per analyst
      • Customers per analyst
      • Time to Close
      • 1 st Call Closure
    • Overall Performance Metrics
      • SLA/OLA Metrics
      • Customer Satisfaction
      • PNL (external)
    • Top 10’s
      • Customers/Departments
      • Problem/Resolution Codes
      • Equipment & Software
  • What? - System Calculated
    • ACD/Phone
      • Abandonment Rates
        • Good Abandons
        • Bad Abandons
      • Average Speed to Answer
      • Call Hold Time
      • Talk Time
      • # of Rings (phone call volumes)
    • Email System
      • # of emails
      • Time to respond (email hold time)
    • Website/Knowledge Base
      • # of Calls logged through the Web
      • Site/KB Hits
      • Rating of KB Articles
  • What? - Top 10’s
    • Track these to initiate projects and solutions
    • Problem & Resolution Codes
      • Root Cause Analysis
      • Drilling into the other Top 10 Categories
      • Excellent for the Big Picture views
    • Top 10 Customers & Departments
      • Meet with them to determine why they are calling. They may need training, a new process, or it may be a technology bug
    • Top 10 Make/Models
      • Trending may show that equipment models have the same issues, if you see this you can proactively fix the issues
    • Top 10 Software Applications
      • Users may need training
      • Could be a bug in the software
      • You may need to upgrade the software
  • What? - Some Assembly Required
    • SLA Adherence – Ratio of met vs. missed SLA Metrics
    • Time to Close – Average # of days/hours that the call was open
      • Hours –Time Diff functions
      • Days – Date Diff or MS Excel’s NETWORKDAYS function
    • Average Cost of Existing (Burdened)
      • 1.4* Σ (Staff Salaries) / Time Period
      • Note: Cost conscious/effective teams are less likely to be outsourced. Manage and market your cost effectiveness!
    • Cost Per Call
      • Cost of existing / # of calls
      • Make sure both numbers are in the same time period
      • Can be used for charge back models
  • What? - More Assembly Required
    • 1 st Call Closure - % of Calls closed on 1 st contact with the customer.
      • Shows the effectiveness of your 1 st level staff, decreases time to close significantly
  • How?
    • Dan’s #1 Rule of Metrics
    • Know Your Database!
    • This enables you to know the data to capture/report and how to get the data out for a report.
    • If you don’t know your database you will likely have difficulty with reporting.
  • How? - Tools
    • Batch Reporting
      • Crystal Reports
      • MS Access
      • MS Excel - Pivot tables are your friend, learn them ASAP!!!
      • Other reporting software applications
      • Service Management System based reporting
    • Dynamic Reporting - Anyone, anywhere, anytime
      • Web Based – SQL reporting Services, PHP, CGI, & ASP
      • MS Excel
      • Service Management System based
      • reporting
    • Examples
  • One Last Calculation
    • “ Fully” Burdened Cost Per Call
    • Dynamic/Web Reporting Calculation
    1.4 * Σ ( Salaries) / # of work days * # of worked days # of calls closed thus far in the year
    • ~250 Work Days/yr - 5 days/wk * 50 wks/yr (approx 10 holidays)
    • $250,000 salaries for the year
    • 150 worked days
    • Closed 20,000 Calls
    CPC = $10.50/call