Improving Service Centre Performance


Published on

versaSRS HelpDesk is a flexible Help Desk and Customer Support solution that will enable your business to quickly and effectively support, manage and improve the quality of your interactions with your employees, end users and customers.

Improve Service Levels & Customer Satisfaction by utilizing a system which enables organisations to fully manage customers - to increase productivity, reduce service desk workload and subsequently reduce operational costs.

Published in: Technology, Business
  • Be the first to comment

  • Be the first to like this

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Improving Service Centre Performance

  1. 1. <ul><li>Improving the performance of your Service Centre </li></ul>
  2. 2. <ul><ul><ul><li>Improving Help Desk Performance with the Knowledge-Enabled Service Centre </li></ul></ul></ul><ul><li>The inefficient service centre: </li></ul><ul><ul><li>Long call wait times </li></ul></ul><ul><ul><li>Slow problem resolution </li></ul></ul><ul><ul><li>The ‘Dead Cat’ flick pass </li></ul></ul><ul><ul><li>Loss of productivity from unresolved technical issues </li></ul></ul><ul><ul><li>Frustrated staff on both ends of the line </li></ul></ul><ul><ul><li>High cost </li></ul></ul>
  3. 3. <ul><ul><ul><li>Improving Help Desk Performance with the Knowledge-Enabled Service Centre </li></ul></ul></ul><ul><li>The model of efficiency </li></ul><ul><ul><li>Fixed On First Contact (FOFC) </li></ul></ul><ul><ul><li>No waiting </li></ul></ul><ul><ul><li>Fast and effective </li></ul></ul><ul><ul><li>Automated processes & remote management tools </li></ul></ul><ul><ul><li>Sharing the knowledge </li></ul></ul><ul><ul><li>Self service tools </li></ul></ul>
  4. 4. <ul><li>The world of IT support: </li></ul><ul><ul><li>Challenging </li></ul></ul><ul><ul><li>Frequently frustrating </li></ul></ul><ul><ul><li>And sometimes, seemingly impossible. </li></ul></ul>New Platforms + Systems = New Skill Sets + Increased Call Volumes Inefficient support centres fail to meet Service Level Agreements (SLAs), frustrate end users, and demoralise help desk staff and management. <ul><li>The Service Centre’s mission </li></ul><ul><ul><li>to deliver high-quality </li></ul></ul><ul><ul><li>cost-efficient, and </li></ul></ul><ul><ul><li>timely problem resolution </li></ul></ul>
  5. 5. <ul><li>Service Centre Support & Efficiency  Level One Call Resolution Rate (FOFC) </li></ul><ul><li>Fast first-call problem resolution  </li></ul><ul><ul><ul><ul><ul><li>Happier users, </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Lower-cost support, and </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Achieving SLAs </li></ul></ul></ul></ul></ul>Give service centre staff the tools and knowledge to resolve problems at the first point of contact. A Help Desk solution is perhaps the most cost-effective means of improving first-call resolution rates with a minimum investment.
  6. 6. Two Options for End User Support <ul><li>Staffed Support Centre </li></ul><ul><ul><li>Technical professionals who are available by phone or by email </li></ul></ul><ul><ul><li>Real-time collaboration tools </li></ul></ul><ul><ul><li>One-to-one relationship between a support analyst and each problem presented </li></ul></ul><ul><ul><li>Call centre model </li></ul></ul><ul><ul><li>Inbound requests (tickets) are received from users </li></ul></ul><ul><li>Level-1 agents attempt to resolve the issues or pass to Level-2 or Level-3. </li></ul><ul><li>The Service Centre usually: </li></ul><ul><ul><li>Captures the end-user and problem information into a ticketing system </li></ul></ul><ul><ul><li>System then tracks all resolution efforts and centrally manages the information. </li></ul></ul>Resolving technical problems by telephone is time-consuming and expensive.
  7. 8. <ul><li>Self-Service Portal </li></ul><ul><li>Self-support systems typically work by using one of several models to find answers: </li></ul><ul><ul><li>• Questions and answers to navigate to a solution </li></ul></ul><ul><ul><li>• A decision tree to find information about particular topics </li></ul></ul><ul><ul><li>• A searchable Knowledge Base </li></ul></ul><ul><ul><li>Tools allow users to troubleshoot, diagnose, and fix own technology problems. </li></ul></ul><ul><ul><li>Logging of own service request tickets </li></ul></ul><ul><ul><li>Checking status of existing tickets </li></ul></ul><ul><ul><li>Search Knowledge Base / FAQ </li></ul></ul><ul><ul><li>24 x 7 availability </li></ul></ul>Shifts customer interfaces to lower cost mediums and empowers the Customer.
  8. 9. versa SRS HelpDesk Knowledge Base ….
  9. 10. Client Access Tool …
  10. 11. The same Knowledge Base articles available to Call Centre staff also available to end users through the intranet or internet.
  11. 12. Table 1: Self Service (“Level-0”) Cost Savings Driver Metrics Est. Savings Baseline Self- Service Portal Usage <ul><li>10 Calls per day </li></ul><ul><li>$25 per call </li></ul><ul><li>$250 per day </li></ul><ul><li>$5,000 per month </li></ul>$60,000 Annually Reduced Calls Because of User Self-Service <ul><li>3,000 calls per month </li></ul><ul><li>3.5% reduction in overall calls </li></ul><ul><li>Cost per call metric of $25 </li></ul>$32,000 Annually
  12. 13. Table 2: Support Centre Service Improvement Driver Metrics Est. Savings Call Resolution Speed Improvement <ul><li>Avg call length of 5-10 mins </li></ul><ul><li>36,000 calls per year </li></ul><ul><li>60% resolved using KB </li></ul><ul><li>Cost per call: $25 Tier-1 </li></ul>$30,000 Annually Reduction in Escalated Calls <ul><li>50% reduction in call escalation for calls that are solved at Tier-1 </li></ul><ul><li>Cost per call $75 Tier-2 </li></ul>$34,000 Annually
  13. 14. Build it or buy it? Deciding how to automate your Help Desk <ul><li>When considering a Service Request System: </li></ul><ul><ul><li>Developing Help Desk software in-house can work, you get exactly (?) what you want and can change it easily. </li></ul></ul><ul><ul><li>If you have a choice , do your homework, find the best software company you can, and purchase what you need. </li></ul></ul><ul><ul><li>Even better – buy from a vendor who is willing to tailor the system to your unique set of needs. </li></ul></ul>
  14. 15. <ul><li>What Do You Get With A Purchased Product? </li></ul><ul><li>The short answer is ... a lot . </li></ul><ul><li>Patches, updates and new features regularly released </li></ul><ul><li>Documentation </li></ul><ul><li>Purchase as modules – pay only for what you need </li></ul><ul><li>Not just Help Desk – Assets, CRM, Client Access </li></ul><ul><li>Support </li></ul><ul><li>Can other areas of my organisation use it? (HR, Accounting, Records etc) </li></ul>
  15. 16. versa SRS HelpDesk
  16. 17. <ul><li>Summary </li></ul><ul><li>Fix on First Contact Key to Success </li></ul><ul><li>Tools to do that </li></ul><ul><ul><li>Knowledge Base </li></ul></ul><ul><ul><li>Client Access Tools </li></ul></ul><ul><ul><li>Email Enabled Request System </li></ul></ul><ul><ul><li>Integrated CRM </li></ul></ul><ul><ul><li>Asset Management </li></ul></ul>
  17. 18. versa SRS Help Desk – as used by: BHP Billiton – Worldwide University of Salzburg - AUSTRIA Endevco Aerospace & Military - USA Nixon Technology Co. Ltd. – Hong Kong Elephant Services Group – UK Ross Industries, Inc - USA IVR Technologies - USA Applaud IT – AUS NewSpec - AUS GFi Asia Pacific + many more…
  18. 19. <ul><li>For more information regarding versa SRS Help Desk </li></ul><ul><li>Contact your local versaSRS HelpDesk representative </li></ul><ul><li>or </li></ul><ul><li>Visit our website at: </li></ul><ul><li>Download fully functional demo software </li></ul><ul><li>Apply for an online software demonstration </li></ul><ul><li>Download brochures, case studies & other resources </li></ul><ul><li>Contact us on: +61 8 8463 1914 </li></ul><ul><li>or [email_address] </li></ul>