Technisource HDI 2011 Breakout


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Technisource HDI 2011 Breakout

  1. 1. Technisource Transform Your Service Deskby implementing award-winning strategies October 20, 2011
  2. 2. AgendaTwo main topics that are getting a lot ofattention in the marketplace Continual Service Improvement – How do I get started? – Some low-hanging fruit: First Contact Resolution Customer Satisfaction – How it relates to traditional SLAs and traditional measurement and management within your business – Do I need all those reports? – How does self-service tie into this? 2
  3. 3. Who is Technisource?National Technology Talent and Services Provider Leading service desk provider for 20 years! 3.5 million interactions handled per year 1.5 millions users supported per year 2011 HDI Team Excellence Award Winner
  4. 4. Continual Service Improvement Defined Activities and processes to improve the quality of services Improve effectiveness and efficiency of IT services to better meet business needs – Effectiveness • Reduce number of errors • Increase FCR – Efficiency • Reduce time to resolve or repair • Move resolution to a lower cost point • Handle increased workload with same resources 4
  5. 5. Business Measurable Outcomes for CSI Improve Business Productivity – Increase FCR – Reduce cycle time to repair/configure hardware/software Increase Customer Satisfaction – Users want to have the best experience possible Innovation – Process – Technology Reduce Cost of Support – “Shift Left” philosophy – Improve efficiencies 5
  6. 6. Deming P-D-C-A Cycle• “Father” of Continual Service Improvement• Simple Process (Easy to communicate)Steps & ObjectivesPLAN – Strategies, Processes orProcedures for ImprovementsDO – ImplementationCHECK – Analysis of incidents, ServiceRequest or Problems. Validate resultsACT– Standardization or ConsistentProcess 6
  7. 7. Continual Service Improvement Model (ITIL) What is the Business vision, mission, vision? goals and objectives Where are we Baseline now? assessments Where do we Set measurable & want to be? achievable targets How do we get Service & process there? improvement action Did we get Measurement & there? metrics 7
  8. 8. Where to begin? Start with your Key Performance Indicators – What are they? Are you satisfied with where they are? Use reports to identify trends from your KPIs – First Contact Resolution (FCR) – Escalated Incidents – Top Ten Incidents Root Cause Analysis – What’s causing this? Change Management meetings Client meetings Team meetings
  9. 9. FCR is a great place to start! “SHIFT LEFT” STRATEGY FCR Improvement has business power: Knowledge Management – Maintain or Reduce Support Costs Service Desk – Enhance Business Desktop Support Productivity – Value Creation Shift Left Opportunities Increasing Support Costs & Impact
  10. 10. Demonstrating Results from Improving FCRWhat if you could increase FCR Month AnnuallyFCR increases to: 60% 75%FCR Total Improvement: 10% 25%Additional Calls Removed 100 1,500Additional Business Productivity (hours) 100 1,500Business Productivity Savings 2,500 37,500Support Cost Savings 2,500 37,500Customer Satisfaction Improvement 1% 6% FCR Increase vs. Production & Savings 68% 4,500 4,000 66% 3,500 64% 3,000 2,500 62% 2,000 60% 1,500 1,000 58% 500 56% 0 1 2 3 4 5 FCR Business Productivity Cost Savings
  11. 11. Cost Benefits from Improving FCR Source: MetricNet
  12. 12. CSI Keys to Success Dedicated CSI “Owner” – Independent from Service Desk Executive Buy-in Staff Buy-in Good Baseline Data and Reporting Benchmark Current State – KPIs and Costs Look for Small Wins First (Low Hanging Fruit) – FCR, Customer Satisfaction Communicate Success! 12
  13. 13. Polling QuestionWhat is the key area of metrics you focuson today? A. First contact resolution B. End-to-end process times C. Cost-per-interaction D. Telephony Metrics E. Customer Satisfaction 13
  14. 14. Current Industry TrendCustomer Satisfaction is becoming a TOP focus area! From HDI’s 2010 Customer Satisfaction Benchmarking Report: 80% of support centers are measuring customer satisfaction in some fashion… 67% send incident- based surveys to their customers after closing incidents. A large portion of the surveyed population wants to gain insight into their customers’ perception, which suggests a growing awareness of the importance of customer service in the technical support and service industry. 14
  15. 15. What Technisource clients are saying “We want to move the focus onto the customer experience.”“Customer Service MUST encompass the end-to-end processes throughout IT support at all levels.” “The statistics tell part of the story, the customer tells us what really matters.” 15
  16. 16. Legacy Metrics Escalated Calls  Average Handle Time Time to Response  Re-open Rate Severity Levels  Average Hold Time Mean time to Repair  Cost per interaction First Call Resolution  Acknowledge Rate Abandon Rate  Average Speed to Customer Survey Answer Scores  Mis-routed Incidents QA Scores  AND MANY MORE… 16
  17. 17. Today’s Key Metrics Customer Satisfaction and First Contact Resolution – Tightly coupled metrics: Industry data confirms that higher FCR leads to higher customer satisfaction (source: MetricNet) – FCR drives other important metrics: • Reduces overall TCO for IT • Reduces end user calls for status thus enhancing Service Desk telephony metrics • Frees Level 2/3 resources to be more strategic • Leads to better Service Desk usage which frees the “informal” support network • Enhances end user productivity by getting them back to task more quickly 17
  18. 18. Reports by “Consumer’s” RoleRole Metrics PresentedCompany Executives Customer Satisfaction Cost per Contact First Contact ResolutionSupport Customer SatisfactionDirector/Manager First Contact Resolution Cost per Contact Operational Metrics (ASA, Abandon, Talk Time, etc.)Business Unit Liaison Customer Satisfaction First Contact Resolution 18
  19. 19. Why is Customer Satisfaction so important? The Service Desk is: – the primary and sometimes ONLY face of IT to end user – a reflection of IT department’s overall health to end user – IT’s leader in the chain for “first impressions are lasting impressions” Consumerization shows users various points of comparison and options for support Can enhance user compliancy with IT procedures Encourages usage of Level 1 vs. more expensive and/or informal support channels 19
  20. 20. Polling QuestionWhat type of self-service do you provide today? A. Self-entry of ticket/incident B. Self-help knowledge C. Both D. Neither 20
  21. 21. What about self service? What is self-service? – Self-submit ticket entry – Knowledge that users can access to solve their own issues Use carefully or risk backlash – Risky when used as a cost containment model ONLY – Highly effective as supplement to traditional Service Desk – Cannot be an afterthought • Requires dedicated focus to create/maintain user friendly and time tested knowledge • The tool is important in shaping user perceptions 21
  22. 22. Demographics for self-service Current Service Desks need multiple modalities of access: – “Millenials” are joining the workplace in large numbers and they are highly connected, tech savvy, and want self service options – Gen-Xers are already here in large numbers and are also very self-reliant, and tend to prefer self-service – Baby Boomers, still in the workplace, and currently extending their careers due to the economy, want personal (telephone) interaction – Highly technical individuals (engineers, scientists, IT personnel) tend to want options dependent upon the situation 22
  23. 23. Metrics to have if you are having only a few FCR – Find “low hanging fruit” – Demonstrate cost savings – Demonstrate customer satisfaction gains – Communicate success! Customer Satisfaction – Use Incident based user surveys – Follow-up on negative feedback – Correlate to FCR improvements – Compare results for full-service and self-service – Communicate success! 23
  24. 24. More info on Continual Service Improvement See Ken Hayes’ article in the September/October 2011 issue of HDI’s SupportWorld magazine 24
  25. 25. Thank you! 25