The Zen of Support
The Path to Strategic Enlightenment!
MetricNet Best Practices Series
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MetricNet Benchmarks

MetricNet
Benchmarks

Peer Group
Benchmarks


Custom Benchmark



Unique Peer Group

Industry
Benc...
MetricNet Peer Group Benchmarking
The IT Service and Support Peer Group Benchmark

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MetricNet Industry Benchmarks

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Benchmarking Data Files
Service Desk Benchmark: Sample Data
Benchmark:
Geography:
Process:
Sector:

Cost
United States
Tec...
Connect With MetricNet on Social Media

Use
#MetricNetLive
on Twitter to
participate.
Share thoughts,
key points,
question...
Empirical Observations from Our Global Benchmarking Database

Global Database
More than 2,700 IT Service and Support Bench...
The Maturity Continuum in IT Support
Reactive Stage



Newer and less evolved
support organizations
are in this category
...
IT Support as a Business Enterprise

Create Value
Metrics Focused
Proactive
Marketing

© MetricNet, LLC, www.metricnet.com...
A Business Model for IT Support
Value

1

Model
Component

Description

1. Value

The Business
of IT Support

2. Metrics

...
Value: A Business Model for IT Support
Value

1

Model
Component

Description

1. Value

The Business
of IT Support

2. Me...
Value

Support Drives Customer Satisfaction for All of IT
90%

84%

% Saying Very Important

80%




70%




60%

n = ...
Value

Productive Hours Lost per Employee per Year

Quality of Support Drives End-User Productivity
70
60
50
40
30
20
10

...
Value

Support Has an Opportunity to Minimize TCO
Support Level

Cost per Ticket

Vendor

$471

Field Support

$196

Level...
POLLING QUESTION

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Metrics: A Business Model for IT Support
Value

1

Model
Component

Description

1. Value

The Business
of IT Support

2. ...
Metrics

The Premise Behind Support KPI’s

We’ve all heard the expression…
“If you’re not measuring it…
you’re not managin...
Metrics

Some Common Service Desk Metrics
Cost



Cost per Ticket
First Level Resolution Rate

Quality




Agent


...
Metrics

Some Common Desktop Support Metrics
Cost




Cost per Ticket
Cost per Incident
Cost per Service Request

Quali...
Metrics

The Dilemma with IT Support KPI’s

Lots and Lots of data


But not enough analysis…



Not enough Insight…



...
Metrics

Two Paradigms for IT Support Metrics
The Historical Approach

The Holistic Approach
Action
(45%)

Prescription
(7...
Metrics

Service Desk KPI’s: Which Ones Really Matter?
Cost



Cost per Ticket

Quality



Customer Satisfaction

Produc...
Metrics

Desktop Support KPI’s: Which Ones Really Matter?
Cost



Cost per Ticket

Quality



Customer satisfaction

Pro...
Metrics

Service Desk KPI’s: Which Ones Really Matter?
Cost



Cost per Ticket

Quality



Customer Satisfaction

Produc...
Metrics

Aggregate Metrics: The Balanced Scorecard
Performance Metric
Cost per Contact
Customer Satisfaction
Agent Utiliza...
Metrics

Benchmarking Your Overall Performance
100.0%

Key Statistics
Balanced Scores

90.0%

High
Average ----Median
Low
...
Metrics

The Performance Trend in IT Support
85%

IT Support Balanced Score

80%
75%
70%
65%
60%
55%
50%
45%
40%
Jan

Feb
...
Question & Answer

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29
Metrics

Service Desk KPI’s: Which Ones Really Matter?
Cost



Cost per Ticket

Quality



Customer Satisfaction

Produc...
Benchmarking Case Study

31
Metrics

The Benchmarking Methodology
Your IT Support
Performance

COMPARE

Performance of
Benchmarking Peer
Group

Determ...
Metrics

The Goal of Benchmarking
Higher

BEST-IN-CLASS
PERFORMANCE CURVE

AFTER BENCHMARKING

Quality

AVERAGE PERFORMANC...
POLLING QUESTION

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34
POLLING QUESTION

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35
Metrics

Benchmarking Performance Summary
Sample Data Only! Not Intended for Benchmarking Purposes!
Metric
Type

Key Perfo...
Metrics

The Foundation Metrics: Cost and Quality
Cost/Contact
(Efficiency)

Customer Satisfaction
(Effectiveness)

© Metr...
Metrics

Foundation Metrics: Cost vs. Quality
Middle Quartiles
Effective but not Efficient

Top Quartile
Efficient and Eff...
Metrics

Agent Utilization and First Contact Resolution Rate
Cost/Contact

Customer Satisfaction

Agent
Utilization

First...
Metrics

Agent Utilization Drives Cost per Contact
$45

Cost per Contact

$40
$35
$30
$25
$20
$15
$10
$5
$0
20%

30%

40%
...
Metrics

Agent Utilization Defined
((Average number of inbound Contacts handled by an Agent in a month) X (Average inbound...
Metrics

Example: Service Desk Agent Utilization


Inbound Contacts per Agent per Month = 375



Outbound Contacts per A...
Metrics

First Contact Resolution Drives Customer Satisfaction

Customer Satisfaction

100%

80%

60%

40%

20%
20%

40%

...
Metrics

Service Levels: ASA and Abandonment Rate
Cost/Contact

Customer Satisfaction

Agent
Utilization

First
Contact
Re...
Metrics

ASA Drives Cost per Contact
$40.00

Cost per Contact

$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
0

50...
Metrics

Call Abandonment Rate Also Drives Cost per Contact

$45.00
Cost per Contact

$40.00
$35.00
$30.00
$25.00
$20.00
$...
Metrics

ASA vs. Customer Satisfaction

Customer Satisfaction

100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
0

5%

10%

15%

20%

A...
Metrics

Call Abandonment Rate vs. Customer Satisfaction

Customer Satisfaction

100.0%
80.0%
60.0%
40.0%
20.0%
0.0%
0.0%
...
Metrics

Training Hours Impact First Contact Resolution Rate
Cost/Contact

Customer Satisfaction

Agent
Utilization

First...
Metrics

New Agent Training Hours vs. First Contact Resolution

First Contact Resolution Rate

100%
90%
80%
70%
60%
50%
40...
Metrics

Annual Agent Training vs. First Contact Resolution

First Contact Resolution Rate

100%
90%
80%
70%
60%
50%
40%
3...
Metrics

A Summary of Service Desk KPI Correlations
Cost/Contact

Customer Satisfaction

Agent
Utilization

Scheduling
Eff...
Metrics

Benchmarking Performance Summary
Sample Data Only! Not Intended for Benchmarking Purposes!
Metric
Type

Key Perfo...
Proactive: A Business Model for IT Support
Value

1

Model
Component

Description

1. Value

The Business
of IT Support

2...
Proactive

A Proactive Culture in IT Support
Some Common Proactive Behaviors


Root Cause Analysis / Closed Ticket Analys...
Proactive

A Proactive Culture in IT Support
Some Common Proactive Behaviors


Root Cause Analysis / Closed Ticket Analys...
POLLING QUESTION

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Proactive

Managing Agent Morale and Job Satisfaction
Cost per Ticket

Customer Satisfaction

Agent
Utilization

Schedulin...
Proactive

Agent Job Satisfaction vs. Customer Satisfaction
100%

Cutomer Satisfaction

90%

80%

70%

60%

50%

40%
40%

...
Proactive

Agent Job Satisfaction vs. Agent Turnover
80%

Annual Agent Turnover

70%
60%
50%
40%
30%
20%
10%
0%
40%

50%

...
Proactive

Managing Agent Morale and Job Satisfaction
Cost per Ticket

Customer Satisfaction

Agent
Utilization

Schedulin...
Proactive

Agent Training Hours vs. Agent Job Satisfaction
100%

Agent Job Satisfaction

90%

80%

70%

60%

50%

40%
0

1...
Proactive

The Impact of Career Path on Agent Job Satisfaction
100%

Agent Job Satisfaction

90%

Average = 80.7%
80%

Ave...
Question & Answer

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64
Marketing: A Business Model for IT Support
Value

1

Model
Component

Description

1. Value

The Business
of IT Support

2...
Marketing

The Role of Marketing in IT Support

We’ve all heard the expression…

“Expectations Not Set…
are Expectations N...
Marketing

Perception vs. Reality in IT Support
HIGHER

PERCEIVED
VALUE

Perceived Value > Actual Value

e
rc
Pe

iv

dV
e...
Marketing

Perception Is Almost Always Worse Than the Reality
HIGHER

PERCEIVED
VALUE

Perceived Value > Actual Value

c
e...
Marketing

Brand Management in IT Support
HIGHER

e
rc
Pe

iv

dV
e

e=
alu

a
ctu
A

lue
a
lV

#2 Brand
Management

PERCE...
Marketing

Closing the Perception Gap
HIGHER

PERCEIVED
VALUE

Perceived Value > Actual Value

Where you Should Be

e
rc
P...
Marketing

Brand Management: The Five W’s
1.

Who – Who are the Key Stakeholder Groups?

2.

What – What are the Key Messa...
Marketing

Key Success Factors in Marketing IT Support

Timing

Timing
Frequent Contact

Timing

Channels
Use All Availabl...
Marketing

The Most Common Communication Vehicles
Newsletters

Sort field

Rank

Leave Behinds

Business Unit
Liaisons

Su...
Marketing

So Why Are We Doing This?

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74
Marketing

Support Drives Customer Satisfaction for All of IT
90%

84%

% Saying Very Important

80%




70%




60%

...
Marketing

Marketing Summary


Managing the gap between perception and reality is fairly
straightforward




But it is ...
The Zen of Support

77
The Paradox of IT Support
End-User Support


4%

Less than 5% of all IT spending is
allocated to end-user support


Serv...
Support Drives Customer Satisfaction for All of IT
90%

84%

% Saying Very Important

80%




70%




60%

n = 1,044
G...
Productive Hours Lost per Employee per Year

Quality of Support Drives End-User Productivity
70
60
50
40
30
20
10

n = 60
...
Support Has an Opportunity to Minimize TCO
Support Level

Cost per Ticket

Vendor

$471

Field Support

$196

Level 3 IT
(...
A Call to Action:
Your Opportunity to Excel!

82
Five Easy Ways to Get Started
Value

1

Five Opportunities
to Get Started!
1. Visit Our New Website and
Become a Free Memb...
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MetricNet Benchmarks

MetricNet
Benchmarks

Peer Group
Benchmarks


Custom Benchmark



Unique Peer Group



Industry
B...
MetricNet Peer Group Benchmarking
The IT Service and Support Peer Group Benchmark

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MetricNet Industry Benchmarks

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Benchmarking Data Files
Service Desk Benchmark: Sample Data
Benchmark:
Geography:
Process:
Sector:

Cost
United States
Tec...
You Can Reach MetricNet…

By Phone…
703-992-7559
On Our Website…
www.metricnet.com
Or E-mail us…
info@metricnet.com
© Metr...
Question and Answer
The Zen of Support
Thank You!
We look forward
to serving you!
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About MetricNet:
Your Benchmarking Partner

97
Your Presenter: Jeff Rumburg
Jeff Rumburg is a co-founder and Managing Partner at MetricNet,
LLC. Jeff is responsible for ...
Benchmarking is MetricNet’s Core Business

Information
Technology





Service Desk
Desktop Support
Field Support



C...
25 Years of IT Service and Support Benchmarking Data

Global Database
More than 2,700 IT Service and Support Benchmarks
70...
Meet a Sampling of Our Clients
MetricNet Conducts benchmarking for IT Service and Support
organizations worldwide, and acr...
You Can Reach MetricNet…

By Phone…
703-992-7559
On Our Website…
www.metricnet.com
Or E-mail us…
info@metricnet.com
© Metr...
Thank You!
We look forward
to serving you!
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Free Desktop Support Training Series | The Zen of Support | MetricNet

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Published on

The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.

In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.

Attendees of this webcast will learn:

• Three Sources of Leverage in a Strategic Support Organization

• Two Metrics to Measure Your Progress Towards Strategic Significance

• Key Success Factors for Achieving Strategic Enlightenment

• Benchmarking Results from Strategic Support Organizations

Published in: Business, Technology
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Free Desktop Support Training Series | The Zen of Support | MetricNet

  1. 1. The Zen of Support The Path to Strategic Enlightenment! MetricNet Best Practices Series
  2. 2. Visit Our New Website at www.metricnet.com © MetricNet, LLC, www.metricnet.com 1 1
  3. 3. Become a Member: It’s Free! © MetricNet, LLC, www.metricnet.com 2
  4. 4. MetricNet Benchmarks MetricNet Benchmarks Peer Group Benchmarks  Custom Benchmark  Unique Peer Group Industry Benchmarks  Industry Benchmarking Reports by geography © MetricNet, LLC, www.metricnet.com Benchmarking Data Files  Custom Benchmarking Data in Excel format 3
  5. 5. MetricNet Peer Group Benchmarking The IT Service and Support Peer Group Benchmark © MetricNet, LLC, www.metricnet.com 4
  6. 6. MetricNet Industry Benchmarks © MetricNet, LLC, www.metricnet.com 5
  7. 7. Benchmarking Data Files Service Desk Benchmark: Sample Data Benchmark: Geography: Process: Sector: Cost United States Technical Support All SAMPLE DATA ONLY. DATA IS NOT ACCURATE! SAMPLE DATA ONLY. DATA IS NOT ACCURATE! Sample Data Values Record Number 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 Cost per Minute of Inbound Customer Handle Time Satisfaction $1.36 53.7% $3.28 52.5% $3.21 41.9% $0.99 48.5% $1.51 58.2% $0.50 54.8% $4.30 53.0% $4.13 41.8% $4.97 44.6% $1.87 43.0% $1.88 43.6% $0.81 46.1% $2.03 47.4% $1.35 51.4% $2.72 51.3% $3.50 42.8% $1.17 50.3% $0.82 56.6% $2.74 45.4% $3.62 50.3% $3.27 40.8% $4.29 56.5% $3.65 48.4% $3.01 53.1% $3.43 51.1% $1.94 54.5% $4.34 56.2% $3.05 58.1% $3.58 49.3% $1.57 49.2% $3.70 43.3% $3.68 56.8% $4.23 47.8% $3.76 60.1% $4.80 50.0% $2.11 50.1% $1.61 45.6% $5.48 40.6% $5.00 47.4% $1.01 55.4% $1.20 39.0% $1.73 38.6% $4.53 51.4% $4.53 42.5% $3.35 39.9% $4.19 58.0% $1.18 59.7% $5.45 60.4% $2.72 42.0% $4.19 51.1% $2.51 51.3% $2.46 45.6% $3.33 47.5% $1.05 48.9% Agent Utilization 64.2% 34.8% 32.6% 53.8% 26.3% 38.7% 55.2% 64.6% 66.0% 44.1% 56.8% 34.8% 35.2% 50.3% 38.2% 48.7% 67.7% 27.6% 55.6% 62.3% 55.2% 63.4% 65.9% 71.9% 37.2% 32.9% 55.9% 38.6% 31.2% 55.2% 39.3% 34.1% 69.2% 63.6% 42.7% 35.4% 34.7% 61.7% 58.9% 51.5% 60.7% 44.1% 25.5% 67.7% 37.1% 41.5% 31.3% 62.0% 39.4% 59.2% 28.0% 49.5% 35.0% 67.7% Net First Contact Resolution Agent Job Rate Satisfaction 51.1% 43.7% 51.0% 39.8% 50.0% 58.6% 44.5% 40.4% 46.4% 49.6% 54.5% 45.1% 44.9% 57.4% 59.2% 50.8% 57.3% 49.1% 47.4% 58.3% 49.1% 41.8% 48.1% 57.5% 54.1% 57.7% 41.6% 60.1% 49.2% 49.5% 51.2% 50.6% 46.3% 52.5% 48.3% 50.6% 56.5% 56.0% 50.8% 48.6% 60.1% 52.4% 50.8% 45.4% 45.2% 52.5% 60.5% 56.8% 57.8% 47.3% 49.9% 43.0% 50.2% 52.3% 48.4% 64.7% 46.7% 41.8% 50.0% 65.8% 46.6% 37.8% 48.4% 39.3% 56.4% 50.8% 40.9% 61.0% 45.3% 53.4% 48.9% 54.1% 40.0% 43.6% 61.6% 48.7% 42.9% 41.3% 52.2% 59.8% 51.0% 56.2% 57.7% 64.6% 34.3% 30.3% 58.2% 61.4% 55.0% 44.9% 44.4% 46.2% 33.8% 43.0% 42.6% 41.5% 47.8% 48.6% 47.7% 49.0% 46.5% 46.8% 51.1% 48.1% 52.1% 50.4% 53.7% 41.4% Average Speed of Answer (seconds) 83 42 23 61 14 30 30 17 15 36 17 20 8 21 74 93 25 1 19 29 105 85 7 10 22 126 62 56 21 11 52 88 22 127 19 10 33 33 3 25 25 24 15 34 25 56 15 14 27 98 39 20 31 50 Inbound Contacts per Agents as a % of Calls Call Cost per Agent per % of Total Answered in Abandonment Inbound Annual Agent Daily Agent Agent Month Headcount 30 Seconds Rate Call Quality Contact Turnover Absenteeism Occupancy $5.38 80 52.3% 19.1% 11.1% 47.7% 22.8% 7.4% 52.0% $3.31 203 58.8% 42.7% 2.0% 48.9% 17.0% 8.4% 56.8% $12.97 738 49.6% 38.0% 1.5% 48.3% 49.4% 5.5% 55.5% $7.48 168 49.9% 64.2% 4.6% 61.0% 66.7% 8.0% 51.1% $3.64 249 49.4% 61.1% 1.8% 45.8% 29.9% 4.8% 48.3% $6.66 216 45.0% 47.5% 1.8% 48.3% 42.2% 9.2% 60.6% $3.84 588 51.4% 50.7% 2.4% 48.6% 37.0% 5.5% 46.1% $2.34 194 58.4% 45.6% 2.1% 49.5% 29.8% 8.3% 55.3% $23.96 77 47.7% 51.4% 2.5% 48.5% 64.7% 6.1% 36.5% $14.79 170 47.2% 48.1% 3.9% 52.8% 58.7% 7.4% 38.9% $5.49 487 59.2% 54.2% 1.6% 50.5% 30.7% 11.9% 57.3% $3.59 667 47.0% 55.2% 1.1% 48.0% 38.4% 16.8% 49.9% $12.91 318 53.1% 52.8% 2.7% 50.1% 68.3% 7.7% 64.4% $5.39 681 49.9% 53.8% 2.1% 53.6% 40.7% 10.0% 45.6% $1.02 1240 44.9% 39.6% 3.0% 52.1% 35.1% 5.3% 36.5% $5.24 261 49.5% 42.4% 3.2% 44.7% 29.3% 5.7% 43.6% $10.96 54 54.2% 53.6% 2.5% 52.2% 19.6% 7.7% 49.3% $4.02 560 47.4% 49.9% 2.4% 52.2% 42.8% 1.5% 42.2% $20.06 271 43.8% 43.8% 2.3% 49.9% 91.8% 18.3% 67.0% $4.34 468 45.8% 51.3% 4.9% 47.2% 23.8% 6.8% 49.6% $4.53 208 41.0% 50.1% 9.1% 43.3% 66.5% 12.9% 58.7% $12.61 305 45.2% 40.6% 7.6% 52.9% 39.0% 12.6% 52.4% $3.98 363 56.0% 47.9% 2.1% 47.6% 32.0% 2.5% 66.0% $10.93 223 55.3% 40.3% 2.1% 52.4% 27.9% 4.6% 48.7% $6.78 181 50.9% 43.1% 3.0% 46.8% 25.0% 6.2% 45.9% $3.60 464 50.9% 47.8% 5.9% 47.9% 77.8% 18.6% 48.1% $4.96 428 53.2% 28.0% 9.1% 48.7% 8.9% 9.1% 50.5% $8.44 313 45.7% 44.9% 9.2% 39.8% 47.2% 6.5% 45.4% $4.02 825 45.7% 42.5% 1.3% 48.8% 41.0% 1.7% 44.8% $0.75 521 47.4% 47.9% 1.4% 51.6% 56.1% 13.8% 52.4% $8.41 349 47.8% 35.9% 4.9% 46.2% 31.8% 8.6% 51.1% $5.08 314 51.0% 41.5% 4.6% 54.2% 21.5% 5.6% 52.6% $2.10 963 49.7% 30.2% 4.2% 56.4% 26.8% 3.5% 43.7% $1.25 844 53.2% 61.7% 20.0% 57.0% 30.3% 16.4% 59.5% $2.14 290 47.5% 54.2% 1.2% 47.9% 26.5% 10.0% 48.3% $15.49 288 52.2% 59.4% 2.7% 39.5% 58.7% 5.0% 40.9% $5.27 1003 50.3% 47.9% 2.3% 50.8% 51.9% 7.6% 43.9% $3.84 361 54.8% 50.0% 1.6% 51.4% 44.9% 7.3% 38.4% $8.04 141 55.9% 46.0% 1.9% 52.4% 50.4% 7.6% 51.3% $2.01 291 49.6% 42.6% 1.6% 53.7% 61.5% 14.5% 52.4% $8.16 347 55.6% 43.5% 1.1% 54.6% 49.4% 7.0% 56.3% $2.76 1403 51.3% 29.8% 5.8% 56.8% 66.8% 5.6% 31.5% $6.42 293 57.7% 42.6% 3.1% 47.6% 87.9% 13.0% 43.8% $9.81 700 54.3% 35.2% 2.0% 53.5% 21.7% 10.6% 52.0% $11.36 445 45.6% 61.8% 3.2% 50.5% 81.6% 12.1% 45.2% $5.25 591 55.0% 61.6% 7.8% 59.3% 31.9% 8.3% 39.6% $7.35 112 39.9% 63.3% 2.6% 48.0% 52.0% 4.6% 45.8% $2.46 321 47.3% 54.7% 2.1% 46.7% 38.0% 7.9% 44.6% $2.18 687 47.2% 60.0% 9.6% 54.3% 33.4% 4.9% 48.2% $1.66 604 49.8% 75.7% 10.4% 50.2% 13.8% 3.6% 58.3% $22.00 446 38.9% 39.2% 4.8% 49.1% 82.8% 10.1% 37.7% $3.08 559 52.6% 41.4% 2.9% 55.6% 30.8% 8.1% 38.9% $7.05 460 41.3% 46.4% 2.7% 50.6% 14.1% 1.8% 34.7% $3.05 489 47.4% 66.2% 4.9% 51.8% 24.9% 8.8% 59.5% © MetricNet, LLC, www.metricnet.com Agent Schedule Adherence 52.4% 48.0% 55.2% 48.1% 52.6% 48.5% 50.7% 52.9% 51.7% 45.3% 55.6% 54.7% 52.8% 55.0% 48.0% 51.0% 46.0% 42.0% 55.1% 48.0% 47.6% 53.6% 48.5% 50.4% 52.9% 44.3% 47.4% 47.9% 46.2% 56.6% 48.6% 47.2% 49.2% 52.9% 49.7% 49.2% 47.7% 55.6% 52.9% 50.1% 48.6% 59.6% 42.3% 53.0% 46.5% 53.2% 53.4% 52.4% 50.7% 46.7% 56.8% 46.5% 46.6% 45.9% Inbound Contact Handle Time IVR New Agent Annual Agent Agent Tenure (all contacts) Completion Training Training Rate Hours Hours (months) (minutes) 45 3 34.2 4.62 41.2% 76 25 31.7 4.27 21.4% 83 0 16.2 8.05 0.0% 125 16 20.1 10.06 12.3% 116 29 35.0 6.81 7.4% 42 4 40.5 3.95 28.9% 130 50 15.3 1.93 0.0% 70 2 42.3 6.54 14.7% 175 12 14.9 17.88 0.0% 52 29 26.5 8.27 63.3% 125 54 31.5 5.76 0.2% 68 4 41.4 4.41 52.9% 81 10 16.9 9.57 32.8% 61 29 20.2 1.17 17.9% 106 122 51.5 2.84 0.0% 181 5 26.9 6.01 0.0% 375 17 77.5 10.94 30.1% 207 10 31.5 7.19 52.9% 2 17 28.6 10.74 0.0% 132 41 28.5 6.34 22.4% 86 69 30.8 1.92 41.1% 178 3 28.6 19.63 76.1% 98 0 18.1 6.62 24.1% 96 31 44.2 3.52 5.5% 96 19 73.7 7.91 3.9% 75 0 10.3 4.93 8.1% 75 0 64.2 7.98 0.0% 46 15 34.2 9.10 4.6% 168 46 39.5 1.32 83.0% 118 3 17.9 2.30 2.7% 37 3 54.4 16.18 31.4% 46 26 78.6 8.40 62.1% 112 16 21.5 3.00 27.1% 53 16 30.2 3.40 58.6% 137 11 28.3 2.87 40.4% 145 3 11.5 10.01 15.0% 182 2 27.6 3.65 74.0% 33 19 36.8 2.41 0.0% 19 0 23.3 2.21 0.5% 91 0 4.0 3.16 0.0% 231 0 17.8 5.59 0.0% 120 7 11.0 2.33 15.9% 109 5 9.1 7.23 0.0% 121 7 34.3 10.61 8.1% 166 0 29.8 11.88 0.0% 132 30 27.5 6.66 0.0% 159 8 33.1 1.77 0.0% 81 0 28.3 9.04 0.0% 78 2 41.3 1.08 20.0% 196 22 21.1 2.28 0.0% 35 9 5.6 9.21 0.0% 122 4 28.8 3.83 1.8% 257 33 127.6 3.46 12.2% 151 6 41.7 5.45 0.0% 6
  8. 8. Connect With MetricNet on Social Media Use #MetricNetLive on Twitter to participate. Share thoughts, key points, questions or just follow along! © MetricNet, LLC, www.metricnet.com 7
  9. 9. Empirical Observations from Our Global Benchmarking Database Global Database More than 2,700 IT Service and Support Benchmarks 70+ Key Performance Indicators More than 120 Industry Best Practices © MetricNet, LLC, www.metricnet.com 8
  10. 10. The Maturity Continuum in IT Support Reactive Stage  Newer and less evolved support organizations are in this category  A reactive “fire-fighting” mentality prevails at this stage   Focus tends to be almost exclusively on service level compliance Support is continuously playing catch-up with user needs and expectations Growth Stage     Heavy investments in training, tools, and metrics characterize this stage A knowledge base of problem solutions is typically established An expert network of problem solvers is developed outside of support User self-help begins: user-enabled password resets, user searchable knowledge base © MetricNet, LLC, www.metricnet.com Strategic Stage     The primary purpose of a strategic support organization is to make end users more productive, and to drive a positive view of IT A preventive, proactive culture prevails Support anticipates user needs and expectations, and provides services accordingly Customer enthusiasm and value creation is the goal! 9
  11. 11. IT Support as a Business Enterprise Create Value Metrics Focused Proactive Marketing © MetricNet, LLC, www.metricnet.com 10
  12. 12. A Business Model for IT Support Value 1 Model Component Description 1. Value The Business of IT Support 2. Metrics Anticipate user needs and expectations 4. Marketing 2 Holistic and diagnostic application of KPI’s 3. Proactive 4 Leverage enduser productivity and TCO Actively manage stakeholder perceptions Metrics Marketing 3 Proactive © MetricNet, LLC, www.metricnet.com 11
  13. 13. Value: A Business Model for IT Support Value 1 Model Component Description 1. Value The Business of IT Support 2. Metrics Anticipate user needs and expectations 4. Marketing 2 Holistic and diagnostic application of KPI’s 3. Proactive 4 Leverage enduser productivity and TCO Actively manage stakeholder perceptions Metrics Marketing 3 Proactive © MetricNet, LLC, www.metricnet.com 12
  14. 14. Value Support Drives Customer Satisfaction for All of IT 90% 84% % Saying Very Important 80%   70%   60% n = 1,044 Global large cap companies Survey type: multiple choice 3 responses allowed per survey 47% 50% 40% 31% 30% 29% 22% 19% 20% 8% 10% 0% Service Desk Desktop Support Network Outages VPN Training Enterprise Applications Desktop Software Factors Contributing to IT Customer Satisfaction  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 IT © MetricNet, LLC, www.metricnet.com 13
  15. 15. Value Productive Hours Lost per Employee per Year Quality of Support Drives End-User Productivity 70 60 50 40 30 20 10 n = 60 Performance Quartile 0 0 Support Function Service Desk Desktop Support 1 2 Key Performance Indicator Customer Satisfaction First Contact Resolution Rate Mean Time to Resolve (hours) Customer Satisfaction First Contact Resolution Rate Mean Time to Resolve (hours) Average Productive Hours Lost per Employee per Year 3 1 (top) 93.5% 90.1% 0.8 94.4% 89.3% 2.9 17.1 © MetricNet, LLC, www.metricnet.com 4 Performance Quartile 2 3 84.5% 76.1% 83.0% 72.7% 1.2 3.6 89.2% 79.0% 85.6% 80.9% 4.8 9.4 25.9 37.4 5 4 (bottom) 69.3% 66.4% 5.0 71.7% 74.5% 12.3 46.9 14
  16. 16. Value Support Has an Opportunity to Minimize TCO Support Level Cost per Ticket Vendor $471 Field Support $196 Level 3 IT (apps, networking, NOC, etc.) $85 Level 2: Desktop Support $62 Level 1: Service Desk $22 © MetricNet, LLC, www.metricnet.com 15
  17. 17. POLLING QUESTION © MetricNet, LLC, www.metricnet.com 16
  18. 18. Metrics: A Business Model for IT Support Value 1 Model Component Description 1. Value The Business of IT Support 2. Metrics Anticipate user needs and expectations 4. Marketing 2 Holistic and diagnostic application of KPI’s 3. Proactive 4 Leverage enduser productivity and TCO Actively manage stakeholder perceptions Metrics Marketing 3 Proactive © MetricNet, LLC, www.metricnet.com 17
  19. 19. Metrics The Premise Behind Support KPI’s We’ve all heard the expression… “If you’re not measuring it… you’re not managing it!” But there’s more to the story…Lots more! © MetricNet, LLC, www.metricnet.com 18
  20. 20. Metrics Some Common Service Desk Metrics Cost   Cost per Ticket First Level Resolution Rate Quality    Agent         Agent Occupancy Annual Agent Turnover Daily Absenteeism New Agent Training Hours Annual Agent Training Hours Schedule Adherence Agent Tenure Agent Job Satisfaction Customer Satisfaction Call Quality First Contact Resolution Rate Productivity    Service Level       Average speed of answer (ASA) Call abandonment rate % Answered within 30 Seconds Average hold time Average time to abandon Percent of calls blocked Contacts per Agent per Month Agent Utilization Agents as % of Total FTE’s Call Handling    Contact Handle Time % Escalated Level 1 Resolvable User Self-Service Completion Rate And there are hundreds more!! © MetricNet, LLC, www.metricnet.com 19
  21. 21. Metrics Some Common Desktop Support Metrics Cost    Cost per Ticket Cost per Incident Cost per Service Request Quality    Service Level     Average Incident Response Time (min) % of Incidents Resolved in 24 Hours Mean Time to Resolve Incidents (hours) Mean Time to Complete Service Requests (days)  Technician     Ticket Handling    Average Incident Work Time (min) Average Service Request Work Time (min) Average Travel Time per Ticket (min) Customer Satisfaction First Contact Resolution Rate (Incidents) % Resolved Level 1 Capable % of Tickets Re-opened    Technician Satisfaction New Technician Training Hours Annual Technician Training Hours Annual Technician Turnover Technician Absenteeism Technician Tenure (months) Technician Schedule Adherence Productivity      Technician Utilization Tickets per TechnicianMonth Incidents per TechnicianMonth Service Requests per Technician-Month Ratio of Technicians to Total Headcount Workload     Tickets per Seat per Month Incidents per Seat per Month Service Requests per Seat per Month Incidents as a % of Total Ticket Volume And there are hundreds more!! © MetricNet, LLC, www.metricnet.com 20
  22. 22. Metrics The Dilemma with IT Support KPI’s Lots and Lots of data  But not enough analysis…  Not enough Insight…  And not enough Action!! © MetricNet, LLC, www.metricnet.com 21
  23. 23. Metrics Two Paradigms for IT Support Metrics The Historical Approach The Holistic Approach Action (45%) Prescription (7.5%) Prescription (30%) Analysis (15%) Measurement (75%) Increasing Value! Action (2.5%) © MetricNet, LLC, www.metricnet.com Analysis (20%) Measurement (5%) 22
  24. 24. Metrics Service Desk KPI’s: Which Ones Really Matter? Cost  Cost per Ticket Quality  Customer Satisfaction Productivity  Agent Utilization Call Handling  First Contact Resolution Rate TCO  First Level Resolution Rate Agent  Agent Job Satisfaction Aggregate  Balanced scorecard Read MetricNet’s whitepapers on IT Support KPI’s. Go to www.metricnet.com to download your copy! © MetricNet, LLC, www.metricnet.com 23
  25. 25. Metrics Desktop Support KPI’s: Which Ones Really Matter? Cost  Cost per Ticket Quality  Customer satisfaction Productivity  Technician Utilization Call Handling  First contact resolution rate (incidents) Service Level  Mean Time to Resolve TCO  % Resolved Level 1 Capable Technician  Technician Satisfaction Aggregate  Balanced scorecard © MetricNet, LLC, www.metricnet.com 24
  26. 26. Metrics Service Desk KPI’s: Which Ones Really Matter? Cost  Cost per Ticket Quality  Customer Satisfaction Productivity  Agent Utilization Call Handling  First Contact Resolution Rate TCO  First Level Resolution Rate Agent  Agent Job Satisfaction Aggregate  Balanced scorecard Read MetricNet’s whitepapers on IT Support KPI’s. Go to www.metricnet.com to download your copy! © MetricNet, LLC, www.metricnet.com 25
  27. 27. Metrics Aggregate Metrics: The Balanced Scorecard Performance Metric Cost per Contact Customer Satisfaction Agent Utilization Net First Contact Resolution Rate Agent Job Satisfaction Average Speed of Answer Total Performance Range Metric Your Weighting Worst Case Best Case Performance 25.0% $55.28 $9.15 $21.83 25.0% 63.7% 97.5% 77.2% 15.0% 30.9% 64.4% 47.0% 15.0% 51.8% 87.5% 70.2% 10.0% 53.5% 91.5% 73.4% 10.0% 192 13 60 100.0% Step 1 N/A N/A For each performance metric, the highest and lowest performance levels in the benchmark are recorded Step 2 Each metric has been weighted according to its relative importance Balanced Score 72.5% 39.9% 48.0% 51.4% 52.4% 73.5% 18.1% 10.0% 7.2% 7.7% 5.2% 7.3% N/A 55.6% N/A Step 5 Step 3 Six critical performance metrics have been selected for the scorecard Metric Score Your score for each metric is then calculated: (worst case – actual performance) / (worst case – best case) X 100 Step 4 Your actual performance for each metric is recorded in this column 26 Step 6 Your balanced score for each metric is calculated: metric score X weighting
  28. 28. Metrics Benchmarking Your Overall Performance 100.0% Key Statistics Balanced Scores 90.0% High Average ----Median Low Your Score 80.0% Balanced Scores 70.0% 86.5% 50.3% 50.3% 13.8% 55.6% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% © MetricNet, LLC, www.metricnet.com © MetricNet, LLC, www.metricnet.com 27 27
  29. 29. Metrics The Performance Trend in IT Support 85% IT Support Balanced Score 80% 75% 70% 65% 60% 55% 50% 45% 40% Jan Feb Mar Apr May Jun 12 Month Average Jul Aug Sep Oct Nov Dec Monthly Score © MetricNet, LLC, www.metricnet.com 28
  30. 30. Question & Answer © MetricNet, LLC, www.metricnet.com 29
  31. 31. Metrics Service Desk KPI’s: Which Ones Really Matter? Cost  Cost per Ticket Quality  Customer Satisfaction Productivity  Agent Utilization Call Handling  First Contact Resolution Rate TCO  First Level Resolution Rate Agent  Agent Job Satisfaction Aggregate  Balanced scorecard Read MetricNet’s whitepapers on IT Support KPI’s. Go to www.metricnet.com to download your copy! © MetricNet, LLC, www.metricnet.com 30
  32. 32. Benchmarking Case Study 31
  33. 33. Metrics The Benchmarking Methodology Your IT Support Performance COMPARE Performance of Benchmarking Peer Group Determine How Best in Class Achieve Superiority Adopt Selected Practices of Best in Class The ultimate objective of benchmarking Build a Sustainable Competitive Advantage Read MetricNet’s whitepaper on IT Support Benchmarking. Go to www.metricnet.com to download your copy! © MetricNet, LLC, www.metricnet.com 32
  34. 34. Metrics The Goal of Benchmarking Higher BEST-IN-CLASS PERFORMANCE CURVE AFTER BENCHMARKING Quality AVERAGE PERFORMANCE CURVE STARTING POINT: BEFORE BENCHMARKING Lower Cost per Ticket © MetricNet, LLC, www.metricnet.com Higher 33
  35. 35. POLLING QUESTION © MetricNet, LLC, www.metricnet.com 34
  36. 36. POLLING QUESTION © MetricNet, LLC, www.metricnet.com 35
  37. 37. Metrics Benchmarking Performance Summary Sample Data Only! Not Intended for Benchmarking Purposes! Metric Type Key Performance Indicator (KPI) Cost/Contact First Level Resolution Rate Contacts/Agent-Month Productivity Agent Utilization Average Speed of Answer (ASA) in seconds Service Level Percent Answered in 30 Seconds or Less Call Abandonment Rate Call Quality Quality Customer Satisfaction Annual Agent Turnover Daily Absenteeism New Agent Training Hours Agent Ongoing Agent Annual Training Hours Agent Satisfaction (% satisfied or very satisfied) Agents as a Percent of Total FTE's Contact Handle Time (min:sec) Call Handling First Contct Resolution Rate IVR Completion Rate Cost Your Score Average $28.17 59.0% 429 46.7% 18 86.6% 2.9% 68.4% 63.0% 29.5% 19.2% 36 12 71.0% 77.9% 12:41 51.3% 6.7% $22.96 81.0% 504 53.1% 45 72.1% 8.1% 79.9% 79.0% 31.7% 13.2% 79 34 75.4% 70.5% 11:18 71.2% 22.0% Peer Group Min Median $6.59 59.0% 373 25.9% 12 36.5% 1.4% 43.8% 41.9% 1.7% 0.1% 20 0 33.8% 57.1% 2:47 45.4% 0.0% $22.56 83.0% 487 53.9% 34 71.3% 7.6% 75.8% 75.5% 26.4% 13.0% 69 20 70.1% 69.3% 9:34 67.8% 18.9% Max $38.44 88.0% 699 71.1% 187 100.0% 25.2% 94.5% 96.6% 94.0% 29.8% 241 130 94.5% 88.4% 19:55 94.1% 44.8% Read MetricNet’s whitepaper on Service Desk Benchmarking. Go to www.metricnet.com to get your copy! © MetricNet, LLC, www.metricnet.com 36
  38. 38. Metrics The Foundation Metrics: Cost and Quality Cost/Contact (Efficiency) Customer Satisfaction (Effectiveness) © MetricNet, LLC, www.metricnet.com 37
  39. 39. Metrics Foundation Metrics: Cost vs. Quality Middle Quartiles Effective but not Efficient Top Quartile Efficient and Effective Quality (Effectiveness) Higher Quality Lower Quality Your Service Desk Peer Group Middle Quartiles Efficient but not Effective Lower Quartile Higher Cost Cost (Efficiency) © MetricNet, LLC, www.metricnet.com Lower Cost 38
  40. 40. Metrics Agent Utilization and First Contact Resolution Rate Cost/Contact Customer Satisfaction Agent Utilization First Contact Resolution © MetricNet, LLC, www.metricnet.com 39
  41. 41. Metrics Agent Utilization Drives Cost per Contact $45 Cost per Contact $40 $35 $30 $25 $20 $15 $10 $5 $0 20% 30% 40% 50% 60% 70% 80% Agent Utilization © MetricNet, LLC, www.metricnet.com 40
  42. 42. Metrics Agent Utilization Defined ((Average number of inbound Contacts handled by an Agent in a month) X (Average inbound handle time in minutes) + Agent Utilization  (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) Agent Utilization is a measure of the actual time agents spend providing direct customer support 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, and includes 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 in exactly the same way, and can therefore be directly compared for benchmarking purposes © MetricNet, LLC, www.metricnet.com 41
  43. 43. Metrics Example: 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 minutes ((Average number of inbound Contacts handled by an Agent in a month) X (Average inbound handle time in minutes) + Agent Utilization Agent Utilization (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) ((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) © MetricNet, LLC, www.metricnet.com = 50.4% Agent Utilization 42
  44. 44. Metrics First Contact Resolution Drives Customer Satisfaction Customer Satisfaction 100% 80% 60% 40% 20% 20% 40% 60% 80% 100% First Contact Resolution © MetricNet, LLC, www.metricnet.com 43
  45. 45. Metrics Service Levels: ASA and Abandonment Rate Cost/Contact Customer Satisfaction Agent Utilization First Contact Resolution Scheduling Efficiency Service Levels: ASA and AR © MetricNet, LLC, www.metricnet.com Training Hours 44
  46. 46. Metrics ASA Drives Cost per Contact $40.00 Cost per Contact $35.00 $30.00 $25.00 $20.00 $15.00 $10.00 $5.00 $0.00 0 50 100 150 200 250 Average Speed of Answer (sec) © MetricNet, LLC, www.metricnet.com 45
  47. 47. Metrics Call Abandonment Rate Also Drives Cost per Contact $45.00 Cost per Contact $40.00 $35.00 $30.00 $25.00 $20.00 $15.00 $10.00 $5.00 $0.00 0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% Call Abandonment Rate © MetricNet, LLC, www.metricnet.com 46
  48. 48. Metrics ASA vs. Customer Satisfaction Customer Satisfaction 100.0% 80.0% 60.0% 40.0% 20.0% 0.0% 0 5% 10% 15% 20% ASA as a % of Total Handle Time © MetricNet, LLC, www.metricnet.com 47
  49. 49. Metrics Call Abandonment Rate vs. Customer Satisfaction Customer Satisfaction 100.0% 80.0% 60.0% 40.0% 20.0% 0.0% 0.0% 5.0% 10.0% 15.0% 20.0% 25.0% Call Abandonment Rate © MetricNet, LLC, www.metricnet.com 48
  50. 50. Metrics Training Hours Impact First Contact Resolution Rate Cost/Contact Customer Satisfaction Agent Utilization First Contact Resolution Scheduling Efficiency Service Levels: ASA and AR © MetricNet, LLC, www.metricnet.com Training Hours 49
  51. 51. Metrics New Agent Training Hours vs. First Contact Resolution First Contact Resolution Rate 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 0 50 100 150 200 250 300 350 New Agent Training Hours © MetricNet, LLC, www.metricnet.com 50
  52. 52. Metrics Annual Agent Training vs. First Contact Resolution First Contact Resolution Rate 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 0 20 40 60 80 100 120 140 Annual Agent Training Hours © MetricNet, LLC, www.metricnet.com 51
  53. 53. Metrics A Summary of Service Desk KPI Correlations Cost/Contact Customer Satisfaction Agent Utilization Scheduling Efficiency Service Levels: ASA and AR First Contact Resolution Agents/ Total FTE’s Absenteeism/ Turnover First Level Resolution Handle Time Call Quality Agent Satisfaction Coaching Career Path © MetricNet, LLC, www.metricnet.com Training Hours 52
  54. 54. Metrics Benchmarking Performance Summary Sample Data Only! Not Intended for Benchmarking Purposes! Metric Type Key Performance Indicator (KPI) Cost/Contact First Level Resolution Rate Contacts/Agent-Month Productivity Agent Utilization Average Speed of Answer (ASA) in seconds Service Level Percent Answered in 30 Seconds or Less Call Abandonment Rate Call Quality Quality Customer Satisfaction Annual Agent Turnover Daily Absenteeism New Agent Training Hours Agent Ongoing Agent Annual Training Hours Agent Satisfaction (% satisfied or very satisfied) Agents as a Percent of Total FTE's Contact Handle Time (min:sec) Call Handling First Contct Resolution Rate IVR Completion Rate Cost Your Score Average $28.17 59.0% 429 46.7% 18 86.6% 2.9% 68.4% 63.0% 29.5% 19.2% 36 12 71.0% 77.9% 12:41 51.3% 6.7% $22.96 81.0% 504 53.1% 45 72.1% 8.1% 79.9% 79.0% 31.7% 13.2% 79 34 75.4% 70.5% 11:18 71.2% 22.0% Peer Group Min Median $6.59 59.0% 373 25.9% 12 36.5% 1.4% 43.8% 41.9% 1.7% 0.1% 20 0 33.8% 57.1% 2:47 45.4% 0.0% $22.56 83.0% 487 53.9% 34 71.3% 7.6% 75.8% 75.5% 26.4% 13.0% 69 20 70.1% 69.3% 9:34 67.8% 18.9% Max $38.44 88.0% 699 71.1% 187 100.0% 25.2% 94.5% 96.6% 94.0% 29.8% 241 130 94.5% 88.4% 19:55 94.1% 44.8% Read MetricNet’s whitepaper on Service Desk Benchmarking. Go to www.metricnet.com to get your copy! © MetricNet, LLC, www.metricnet.com 53
  55. 55. Proactive: A Business Model for IT Support Value 1 Model Component Description 1. Value The Business of IT Support 2. Metrics Anticipate user needs and expectations 4. Marketing 2 Holistic and diagnostic application of KPI’s 3. Proactive 4 Leverage enduser productivity and TCO Actively manage stakeholder perceptions Metrics Marketing 3 Proactive © MetricNet, LLC, www.metricnet.com 54
  56. 56. Proactive A Proactive Culture in IT Support Some Common Proactive Behaviors  Root Cause Analysis / Closed Ticket Analysis  Marketing / Brand Management  Business Case Analysis for New Investments  Benchmarking  Goal-based Training  Cause-and-Effect Decision-making  Manage Agent Morale / Agent Job Satisfaction  Agent Scorecards © MetricNet, LLC, www.metricnet.com 55
  57. 57. Proactive A Proactive Culture in IT Support Some Common Proactive Behaviors  Root Cause Analysis / Closed Ticket Analysis  Marketing / Brand Management  Business Case Analysis for New Investments  Benchmarking  Goal-based Training  Cause-and-Effect Decision-making  Manage Agent Morale / Agent Job Satisfaction  Agent Scorecards © MetricNet, LLC, www.metricnet.com 56
  58. 58. POLLING QUESTION © MetricNet, LLC, www.metricnet.com 57
  59. 59. Proactive Managing Agent Morale and Job Satisfaction Cost per Ticket Customer Satisfaction Agent Utilization Scheduling Efficiency Service Levels: ASA and AR First Contact Resolution Agents/ Total FTE’s Absenteeism/ Turnover First Level Resolution Handle Time Call Quality Agent Satisfaction Coaching Career Path © MetricNet, LLC, www.metricnet.com Training Hours 58
  60. 60. Proactive Agent Job Satisfaction vs. Customer Satisfaction 100% Cutomer Satisfaction 90% 80% 70% 60% 50% 40% 40% 50% 60% 70% 80% 90% 100% Agent Job Satisfaction © MetricNet, LLC, www.metricnet.com 59
  61. 61. Proactive Agent Job Satisfaction vs. Agent Turnover 80% Annual Agent Turnover 70% 60% 50% 40% 30% 20% 10% 0% 40% 50% 60% 70% 80% 90% 100% Agent Job Satisfaction © MetricNet, LLC, www.metricnet.com 60
  62. 62. Proactive Managing Agent Morale and Job Satisfaction Cost per Ticket Customer Satisfaction Agent Utilization Scheduling Efficiency Service Levels: ASA and AR First Contact Resolution Agents/ Total FTE’s Absenteeism/ Turnover First Level Resolution Handle Time Call Quality Agent Satisfaction Coaching Career Path © MetricNet, LLC, www.metricnet.com Training Hours 61
  63. 63. Proactive Agent Training Hours vs. Agent Job Satisfaction 100% Agent Job Satisfaction 90% 80% 70% 60% 50% 40% 0 10 20 30 40 50 60 70 80 90 100 Annual Agent Training Hours © MetricNet, LLC, www.metricnet.com 62
  64. 64. Proactive The Impact of Career Path on Agent Job Satisfaction 100% Agent Job Satisfaction 90% Average = 80.7% 80% Average = 72.3% 70% 60% 50% 40% Agent Satisfaction with Career Path Agent Satisfaction without Career Path © MetricNet, LLC, www.metricnet.com 63
  65. 65. Question & Answer © MetricNet, LLC, www.metricnet.com 64
  66. 66. Marketing: A Business Model for IT Support Value 1 Model Component Description 1. Value The Business of IT Support 2. Metrics Anticipate user needs and expectations 4. Marketing 2 Holistic and diagnostic application of KPI’s 3. Proactive 4 Leverage enduser productivity and TCO Actively manage stakeholder perceptions Metrics Marketing 3 Proactive © MetricNet, LLC, www.metricnet.com 65
  67. 67. Marketing The Role of Marketing in IT Support We’ve all heard the expression… “Expectations Not Set… are Expectations Not Met! So, let’s get serious about proactively managing expectations! © MetricNet, LLC, www.metricnet.com 66
  68. 68. Marketing Perception vs. Reality in IT Support HIGHER PERCEIVED VALUE Perceived Value > Actual Value e rc Pe iv dV e e= alu a ctu A lue a lV Perceived Value < Actual Value LOWER LOWER ACTUAL VALUE COST © MetricNet, LLC, www.metricnet.com HIGHER 67
  69. 69. Marketing Perception Is Almost Always Worse Than the Reality HIGHER PERCEIVED VALUE Perceived Value > Actual Value c er P eiv dV e e= alu a ctu A lue a lV A Common (but Dangerous) Operating Position Perceived Value < Actual Value LOWER LOWER ACTUAL VALUE COST © MetricNet, LLC, www.metricnet.com HIGHER 68
  70. 70. Marketing Brand Management in IT Support HIGHER e rc Pe iv dV e e= alu a ctu A lue a lV #2 Brand Management PERCEIVED VALUE Perceived Value > Actual Value #1 Operational Effectiveness Perceived Value < Actual Value LOWER LOWER ACTUAL VALUE COST © MetricNet, LLC, www.metricnet.com HIGHER 69
  71. 71. Marketing Closing the Perception Gap HIGHER PERCEIVED VALUE Perceived Value > Actual Value Where you Should Be e rc Pe iv dV e e= alu a ctu A lue a lV Closing the Perception Gap Where you Are Perceived Value < Actual Value LOWER LOWER ACTUAL VALUE COST © MetricNet, LLC, www.metricnet.com HIGHER 70
  72. 72. Marketing Brand Management: The Five W’s 1. 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? © MetricNet, LLC, www.metricnet.com 71
  73. 73. Marketing Key Success Factors in Marketing IT Support Timing Timing Frequent Contact Timing Channels Use All Available Newsletters Reference Guides Asset tags Surveys • User Liaisons Messages ne ls • • • • New employee orientation At session log-in During training During the incident At scheduled sessions Log-in messages Ch an • • • • • • Messages Multiple Messages • • • • • Services Major initiatives Performance Levels FAQ’s Success Stories © MetricNet, LLC, www.metricnet.com 72
  74. 74. Marketing The Most Common Communication Vehicles Newsletters Sort field Rank Leave Behinds Business Unit Liaisons Surveys sequence field Brown Bag Sessions Log-in Screens Webcasts FAQ Site Title of List Selected Issues Where is IS failing to meet XXX needs? above Fails 122.1% 216.2% 314.7% 12% 4 13.2% Avg. 5 11.8% 511.8% 710.3% 8 - varriance 8.8% 98.8% 10 7.4% Mean 10 7.4% for ALL 12 4.4% “fails” 12 4.4% 12 4.4% 15 2.9% 15 2.9% Survey Question average 24. Availability of shared resources 30. Your satisfaction with remote access services 17. Continue using the IS Support Center 28. Overall satisfaction with computing/network services 21. The response to requested software changes 29. Satisfaction with the current E-Mail services 09. Current services provided by IS 19. Developers understand your business requirements 23. Reliability of business applications 08. IS communication of products and services 22. The response to requested enhancements 07. IS value compared to the cost of services 14. Value of IS duplicate rank Business Consultants 20. Responsiveness to application maintenance requests below average 12. Acquisition process for IT 18. Applications provide the necessary functionality 2.9 % of XXX’s said issue18. failed to meet expectations. © MetricNet, LLC, www.metricnet.com 73
  75. 75. Marketing So Why Are We Doing This? © MetricNet, LLC, www.metricnet.com 74
  76. 76. Marketing Support Drives Customer Satisfaction for All of IT 90% 84% % Saying Very Important 80%   70%   60% n = 1,044 Global large cap companies Survey type: multiple choice 3 responses allowed per survey 47% 50% 40% 31% 30% 29% 22% 19% 20% 8% 10% 0% Service Desk Desktop Support Network Outages VPN Training Enterprise Applications Desktop Software Factors Contributing to IT Customer Satisfaction  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 IT © MetricNet, LLC, www.metricnet.com 75
  77. 77. Marketing Marketing Summary  Managing the gap between perception and reality is fairly straightforward   But it is critically important   It doesn’t take a lot of time, or cost a lot of money The success of your support organization depends as much on your image, as it does 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 © MetricNet, LLC, www.metricnet.com 76
  78. 78. The Zen of Support 77
  79. 79. The Paradox of IT Support End-User Support  4% Less than 5% of all IT spending is allocated to end-user support  Service desk, desktop support, field support  assume that there is little upside 96%: Non support functions  Application Development  Application Maintenance  Network Operations opportunity in IT support  Mainframe and midrange Computing  Desktop Computing This leads many to erroneously  The result is that most support organizations are managed with the  Contract Services goal of minimizing costs (e.g., disaster recovery)  But the most effective support strategies focus on maximizing Corporate IT Spending Breakdown value © MetricNet, LLC, www.metricnet.com 78
  80. 80. Support Drives Customer Satisfaction for All of IT 90% 84% % Saying Very Important 80%   70%   60% n = 1,044 Global large cap companies Survey type: multiple choice 3 responses allowed per survey 47% 50% 40% 31% 30% 29% 22% 19% 20% 8% 10% 0% Service Desk Desktop Support Network Outages VPN Training Enterprise Applications Desktop Software Factors Contributing to IT Customer Satisfaction  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 IT © MetricNet, LLC, www.metricnet.com 79
  81. 81. Productive Hours Lost per Employee per Year Quality of Support Drives End-User Productivity 70 60 50 40 30 20 10 n = 60 Performance Quartile 0 0 Support Function Service Desk Desktop Support 1 2 Key Performance Indicator Customer Satisfaction First Contact Resolution Rate Mean Time to Resolve (hours) Customer Satisfaction First Contact Resolution Rate Mean Time to Resolve (hours) Average Productive Hours Lost per Employee per Year 3 1 (top) 93.5% 90.1% 0.8 94.4% 89.3% 2.9 17.1 © MetricNet, LLC, www.metricnet.com 4 Performance Quartile 2 3 84.5% 76.1% 83.0% 72.7% 1.2 3.6 89.2% 79.0% 85.6% 80.9% 4.8 9.4 25.9 37.4 5 4 (bottom) 69.3% 66.4% 5.0 71.7% 74.5% 12.3 46.9 80
  82. 82. Support Has an Opportunity to Minimize TCO Support Level Cost per Ticket Vendor $471 Field Support $196 Level 3 IT (apps, networking, NOC, etc.) $85 Level 2: Desktop Support $62 Level 1: Service Desk $22 © MetricNet, LLC, www.metricnet.com 81
  83. 83. A Call to Action: Your Opportunity to Excel! 82
  84. 84. Five Easy Ways to Get Started Value 1 Five Opportunities to Get Started! 1. Visit Our New Website and Become a Free Member 4 2 Metrics The Business of IT Support 2. Connect with MetricNet on Social Media 3. Register for Future MetricNet Webcasts Marketing 3 4. Browse MetricNet’s Resource Library 5. Purchase a MetricNet IT Support Benchmark Proactive © MetricNet, LLC, www.metricnet.com 83
  85. 85. Visit Our New Website at www.metricnet.com © MetricNet, LLC, www.metricnet.com 84 84
  86. 86. Become a Member: It’s Free! © MetricNet, LLC, www.metricnet.com 85
  87. 87. Connect With MetricNet on Social Media Best Practices in Call Centers - Group Company Page Best Practices in Service Desks Community Best Practices in Customer Satisfaction - Group Best Practices in Call Centers - Community Best Practices in Desktop Support - Group Best Practices in Service Desks - Group Best Practices in Customer Satisfaction - Community Best Practices in Desktop Support - Community Company Page © MetricNet, LLC, www.metricnet.com 86
  88. 88. MetricNet on Social Media  Like us on Facebook:   Follow us on Twitter:   http://www.twitter.com/metricnet | Mention us using @MetricNet or #MetricNet Follow our LinkedIn Company Page:   http://www.facebook.com/metricnet | Mention us using @MetricNet http://www.linkedin.com/company/metricnet Become a Member of our MetricNet Certified LinkedIn Groups:   http://www.linkedin.com/groups/Best-Practices-in-Customer-Satisfaction-1825753  http://www.linkedin.com/groups/Best-Practices-in-Desktop-Support-4034463   http://www.linkedin.com/groups/Best-Practices-in-Call-Centers-1801665 http://www.linkedin.com/groups/Best-Practices-in-Service-Desks-1801657 Subscribe to YouTube:   http://www.youtube.com/metricnet Follow our Google+ Company Page:  http://plus.google.com/u/0/b/111056508365533897358/111056508365533897358/posts Mention us using +MetricNet  Become a Member of our Google+ Communities:  http://plus.google.com/u/0/b/111056508365533897358/communities/111509357790346291238  http://plus.google.com/u/0/b/111056508365533897358/communities/117245911462171588332  http://plus.google.com/u/0/b/111056508365533897358/communities/114421701803292354205  http://plus.google.com/u/0/b/111056508365533897358/communities/109121315816446874775 © MetricNet, LLC, www.metricnet.com 87
  89. 89. Upcoming MetricNet Webcasts For more information on Industry Best Practices, please register for MetricNet’s FREE upcoming webcasts  January 2014   February 2014   Desktop Support KPI’s May 2014   Best Practices in Desktop Support April 2014   Service Desk KPI’s March 2014   Service Desk Best Practices Call Center Best Practices June 2014  Call Center KPI’s Register at www.metricnet.com 88
  90. 90. Download Free Content from Our Resource Library Download at www.metricnet.com © MetricNet, LLC, www.metricnet.com 89
  91. 91. MetricNet Benchmarks MetricNet Benchmarks Peer Group Benchmarks  Custom Benchmark  Unique Peer Group  Industry Benchmarks Diagnostic  Industry Benchmarking Benchmarking Data Files  Reports by geography Data in Excel format  © MetricNet, LLC, www.metricnet.com Custom Benchmarking Unique Peer Group 90
  92. 92. MetricNet Peer Group Benchmarking The IT Service and Support Peer Group Benchmark © MetricNet, LLC, www.metricnet.com 91
  93. 93. MetricNet Industry Benchmarks © MetricNet, LLC, www.metricnet.com 92
  94. 94. Benchmarking Data Files Service Desk Benchmark: Sample Data Benchmark: Geography: Process: Sector: Cost United States Technical Support All SAMPLE DATA ONLY. DATA IS NOT ACCURATE! SAMPLE DATA ONLY. DATA IS NOT ACCURATE! Sample Data Values Record Number 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 Cost per Minute of Inbound Customer Handle Time Satisfaction $1.36 53.7% $3.28 52.5% $3.21 41.9% $0.99 48.5% $1.51 58.2% $0.50 54.8% $4.30 53.0% $4.13 41.8% $4.97 44.6% $1.87 43.0% $1.88 43.6% $0.81 46.1% $2.03 47.4% $1.35 51.4% $2.72 51.3% $3.50 42.8% $1.17 50.3% $0.82 56.6% $2.74 45.4% $3.62 50.3% $3.27 40.8% $4.29 56.5% $3.65 48.4% $3.01 53.1% $3.43 51.1% $1.94 54.5% $4.34 56.2% $3.05 58.1% $3.58 49.3% $1.57 49.2% $3.70 43.3% $3.68 56.8% $4.23 47.8% $3.76 60.1% $4.80 50.0% $2.11 50.1% $1.61 45.6% $5.48 40.6% $5.00 47.4% $1.01 55.4% $1.20 39.0% $1.73 38.6% $4.53 51.4% $4.53 42.5% $3.35 39.9% $4.19 58.0% $1.18 59.7% $5.45 60.4% $2.72 42.0% $4.19 51.1% $2.51 51.3% $2.46 45.6% $3.33 47.5% $1.05 48.9% Agent Utilization 64.2% 34.8% 32.6% 53.8% 26.3% 38.7% 55.2% 64.6% 66.0% 44.1% 56.8% 34.8% 35.2% 50.3% 38.2% 48.7% 67.7% 27.6% 55.6% 62.3% 55.2% 63.4% 65.9% 71.9% 37.2% 32.9% 55.9% 38.6% 31.2% 55.2% 39.3% 34.1% 69.2% 63.6% 42.7% 35.4% 34.7% 61.7% 58.9% 51.5% 60.7% 44.1% 25.5% 67.7% 37.1% 41.5% 31.3% 62.0% 39.4% 59.2% 28.0% 49.5% 35.0% 67.7% Net First Contact Resolution Agent Job Rate Satisfaction 51.1% 43.7% 51.0% 39.8% 50.0% 58.6% 44.5% 40.4% 46.4% 49.6% 54.5% 45.1% 44.9% 57.4% 59.2% 50.8% 57.3% 49.1% 47.4% 58.3% 49.1% 41.8% 48.1% 57.5% 54.1% 57.7% 41.6% 60.1% 49.2% 49.5% 51.2% 50.6% 46.3% 52.5% 48.3% 50.6% 56.5% 56.0% 50.8% 48.6% 60.1% 52.4% 50.8% 45.4% 45.2% 52.5% 60.5% 56.8% 57.8% 47.3% 49.9% 43.0% 50.2% 52.3% 48.4% 64.7% 46.7% 41.8% 50.0% 65.8% 46.6% 37.8% 48.4% 39.3% 56.4% 50.8% 40.9% 61.0% 45.3% 53.4% 48.9% 54.1% 40.0% 43.6% 61.6% 48.7% 42.9% 41.3% 52.2% 59.8% 51.0% 56.2% 57.7% 64.6% 34.3% 30.3% 58.2% 61.4% 55.0% 44.9% 44.4% 46.2% 33.8% 43.0% 42.6% 41.5% 47.8% 48.6% 47.7% 49.0% 46.5% 46.8% 51.1% 48.1% 52.1% 50.4% 53.7% 41.4% Average Speed of Answer (seconds) 83 42 23 61 14 30 30 17 15 36 17 20 8 21 74 93 25 1 19 29 105 85 7 10 22 126 62 56 21 11 52 88 22 127 19 10 33 33 3 25 25 24 15 34 25 56 15 14 27 98 39 20 31 50 Inbound Contacts per Agents as a % of Calls Call Cost per Agent per % of Total Answered in Abandonment Inbound Annual Agent Daily Agent Agent Month Headcount 30 Seconds Rate Call Quality Contact Turnover Absenteeism Occupancy $5.38 80 52.3% 19.1% 11.1% 47.7% 22.8% 7.4% 52.0% $3.31 203 58.8% 42.7% 2.0% 48.9% 17.0% 8.4% 56.8% $12.97 738 49.6% 38.0% 1.5% 48.3% 49.4% 5.5% 55.5% $7.48 168 49.9% 64.2% 4.6% 61.0% 66.7% 8.0% 51.1% $3.64 249 49.4% 61.1% 1.8% 45.8% 29.9% 4.8% 48.3% $6.66 216 45.0% 47.5% 1.8% 48.3% 42.2% 9.2% 60.6% $3.84 588 51.4% 50.7% 2.4% 48.6% 37.0% 5.5% 46.1% $2.34 194 58.4% 45.6% 2.1% 49.5% 29.8% 8.3% 55.3% $23.96 77 47.7% 51.4% 2.5% 48.5% 64.7% 6.1% 36.5% $14.79 170 47.2% 48.1% 3.9% 52.8% 58.7% 7.4% 38.9% $5.49 487 59.2% 54.2% 1.6% 50.5% 30.7% 11.9% 57.3% $3.59 667 47.0% 55.2% 1.1% 48.0% 38.4% 16.8% 49.9% $12.91 318 53.1% 52.8% 2.7% 50.1% 68.3% 7.7% 64.4% $5.39 681 49.9% 53.8% 2.1% 53.6% 40.7% 10.0% 45.6% $1.02 1240 44.9% 39.6% 3.0% 52.1% 35.1% 5.3% 36.5% $5.24 261 49.5% 42.4% 3.2% 44.7% 29.3% 5.7% 43.6% $10.96 54 54.2% 53.6% 2.5% 52.2% 19.6% 7.7% 49.3% $4.02 560 47.4% 49.9% 2.4% 52.2% 42.8% 1.5% 42.2% $20.06 271 43.8% 43.8% 2.3% 49.9% 91.8% 18.3% 67.0% $4.34 468 45.8% 51.3% 4.9% 47.2% 23.8% 6.8% 49.6% $4.53 208 41.0% 50.1% 9.1% 43.3% 66.5% 12.9% 58.7% $12.61 305 45.2% 40.6% 7.6% 52.9% 39.0% 12.6% 52.4% $3.98 363 56.0% 47.9% 2.1% 47.6% 32.0% 2.5% 66.0% $10.93 223 55.3% 40.3% 2.1% 52.4% 27.9% 4.6% 48.7% $6.78 181 50.9% 43.1% 3.0% 46.8% 25.0% 6.2% 45.9% $3.60 464 50.9% 47.8% 5.9% 47.9% 77.8% 18.6% 48.1% $4.96 428 53.2% 28.0% 9.1% 48.7% 8.9% 9.1% 50.5% $8.44 313 45.7% 44.9% 9.2% 39.8% 47.2% 6.5% 45.4% $4.02 825 45.7% 42.5% 1.3% 48.8% 41.0% 1.7% 44.8% $0.75 521 47.4% 47.9% 1.4% 51.6% 56.1% 13.8% 52.4% $8.41 349 47.8% 35.9% 4.9% 46.2% 31.8% 8.6% 51.1% $5.08 314 51.0% 41.5% 4.6% 54.2% 21.5% 5.6% 52.6% $2.10 963 49.7% 30.2% 4.2% 56.4% 26.8% 3.5% 43.7% $1.25 844 53.2% 61.7% 20.0% 57.0% 30.3% 16.4% 59.5% $2.14 290 47.5% 54.2% 1.2% 47.9% 26.5% 10.0% 48.3% $15.49 288 52.2% 59.4% 2.7% 39.5% 58.7% 5.0% 40.9% $5.27 1003 50.3% 47.9% 2.3% 50.8% 51.9% 7.6% 43.9% $3.84 361 54.8% 50.0% 1.6% 51.4% 44.9% 7.3% 38.4% $8.04 141 55.9% 46.0% 1.9% 52.4% 50.4% 7.6% 51.3% $2.01 291 49.6% 42.6% 1.6% 53.7% 61.5% 14.5% 52.4% $8.16 347 55.6% 43.5% 1.1% 54.6% 49.4% 7.0% 56.3% $2.76 1403 51.3% 29.8% 5.8% 56.8% 66.8% 5.6% 31.5% $6.42 293 57.7% 42.6% 3.1% 47.6% 87.9% 13.0% 43.8% $9.81 700 54.3% 35.2% 2.0% 53.5% 21.7% 10.6% 52.0% $11.36 445 45.6% 61.8% 3.2% 50.5% 81.6% 12.1% 45.2% $5.25 591 55.0% 61.6% 7.8% 59.3% 31.9% 8.3% 39.6% $7.35 112 39.9% 63.3% 2.6% 48.0% 52.0% 4.6% 45.8% $2.46 321 47.3% 54.7% 2.1% 46.7% 38.0% 7.9% 44.6% $2.18 687 47.2% 60.0% 9.6% 54.3% 33.4% 4.9% 48.2% $1.66 604 49.8% 75.7% 10.4% 50.2% 13.8% 3.6% 58.3% $22.00 446 38.9% 39.2% 4.8% 49.1% 82.8% 10.1% 37.7% $3.08 559 52.6% 41.4% 2.9% 55.6% 30.8% 8.1% 38.9% $7.05 460 41.3% 46.4% 2.7% 50.6% 14.1% 1.8% 34.7% $3.05 489 47.4% 66.2% 4.9% 51.8% 24.9% 8.8% 59.5% © MetricNet, LLC, www.metricnet.com Agent Schedule Adherence 52.4% 48.0% 55.2% 48.1% 52.6% 48.5% 50.7% 52.9% 51.7% 45.3% 55.6% 54.7% 52.8% 55.0% 48.0% 51.0% 46.0% 42.0% 55.1% 48.0% 47.6% 53.6% 48.5% 50.4% 52.9% 44.3% 47.4% 47.9% 46.2% 56.6% 48.6% 47.2% 49.2% 52.9% 49.7% 49.2% 47.7% 55.6% 52.9% 50.1% 48.6% 59.6% 42.3% 53.0% 46.5% 53.2% 53.4% 52.4% 50.7% 46.7% 56.8% 46.5% 46.6% 45.9% Inbound Contact Handle Time IVR New Agent Annual Agent Agent Tenure (all contacts) Completion Training Training Rate Hours Hours (months) (minutes) 45 3 34.2 4.62 41.2% 76 25 31.7 4.27 21.4% 83 0 16.2 8.05 0.0% 125 16 20.1 10.06 12.3% 116 29 35.0 6.81 7.4% 42 4 40.5 3.95 28.9% 130 50 15.3 1.93 0.0% 70 2 42.3 6.54 14.7% 175 12 14.9 17.88 0.0% 52 29 26.5 8.27 63.3% 125 54 31.5 5.76 0.2% 68 4 41.4 4.41 52.9% 81 10 16.9 9.57 32.8% 61 29 20.2 1.17 17.9% 106 122 51.5 2.84 0.0% 181 5 26.9 6.01 0.0% 375 17 77.5 10.94 30.1% 207 10 31.5 7.19 52.9% 2 17 28.6 10.74 0.0% 132 41 28.5 6.34 22.4% 86 69 30.8 1.92 41.1% 178 3 28.6 19.63 76.1% 98 0 18.1 6.62 24.1% 96 31 44.2 3.52 5.5% 96 19 73.7 7.91 3.9% 75 0 10.3 4.93 8.1% 75 0 64.2 7.98 0.0% 46 15 34.2 9.10 4.6% 168 46 39.5 1.32 83.0% 118 3 17.9 2.30 2.7% 37 3 54.4 16.18 31.4% 46 26 78.6 8.40 62.1% 112 16 21.5 3.00 27.1% 53 16 30.2 3.40 58.6% 137 11 28.3 2.87 40.4% 145 3 11.5 10.01 15.0% 182 2 27.6 3.65 74.0% 33 19 36.8 2.41 0.0% 19 0 23.3 2.21 0.5% 91 0 4.0 3.16 0.0% 231 0 17.8 5.59 0.0% 120 7 11.0 2.33 15.9% 109 5 9.1 7.23 0.0% 121 7 34.3 10.61 8.1% 166 0 29.8 11.88 0.0% 132 30 27.5 6.66 0.0% 159 8 33.1 1.77 0.0% 81 0 28.3 9.04 0.0% 78 2 41.3 1.08 20.0% 196 22 21.1 2.28 0.0% 35 9 5.6 9.21 0.0% 122 4 28.8 3.83 1.8% 257 33 127.6 3.46 12.2% 151 6 41.7 5.45 0.0% 93
  95. 95. You Can Reach MetricNet… By Phone… 703-992-7559 On Our Website… www.metricnet.com Or E-mail us… info@metricnet.com © MetricNet, LLC, www.metricnet.com 94
  96. 96. Question and Answer The Zen of Support
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  98. 98. About MetricNet: Your Benchmarking Partner 97
  99. 99. Your Presenter: Jeff Rumburg Jeff 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 in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well-known companies as American Express, Hewlett-Packard, and GM. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner, Inc. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner's global benchmarking product suite. And as vice president at META Group, Mr. Rumburg's career was focused on business and product development for IT benchmarking. Mr. Rumburg's education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses. Mr. Rumburg serves on the Strategic Advisory Board for HDI, formerly the Service Desk Institute. © MetricNet, LLC, www.metricnet.com 98
  100. 100. Benchmarking is MetricNet’s Core Business Information Technology    Service Desk Desktop Support Field Support  Customer Service Technical Support Telemarketing/Telesales Collections  Price Benchmarking  Customer Satisfaction Employee Satisfaction  Call Centers Telecom Satisfaction    © MetricNet, LLC, www.metricnet.com 99
  101. 101. 25 Years of IT Service and Support Benchmarking Data Global Database More than 2,700 IT Service and Support Benchmarks 70+ Key Performance Indicators More than 120 Industry Best Practices © MetricNet, LLC, www.metricnet.com 100
  102. 102. Meet a Sampling of Our Clients MetricNet Conducts benchmarking for IT Service and Support organizations worldwide, and across virtually every industry sector. © MetricNet, LLC, www.metricnet.com 101
  103. 103. You Can Reach MetricNet… By Phone… 703-992-7559 On Our Website… www.metricnet.com Or E-mail us… info@metricnet.com © MetricNet, LLC, www.metricnet.com 102
  104. 104. Thank You! We look forward to serving you! © MetricNet, LLC, www.metricnet.com 103

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