Team productivity is the key to any successful organization. But, there are things, like coverage issues and time wasters, that can slow the team down. Review the results of the OTRS productivity survey to see if it applies to your team.

1. What’s Slowing Your
Team?
A survey conducted by the OTRS Group – Summer 2018

2. © OTRS Group
Survey Overview
OTRS Group conducted a survey in June 2018
to determine what issues employees face that
slow down their work. People surveyed were
asked about their work habits and day-to-day
challenges.

3. © OTRS Group
Survey Respondents
To gain a broad international perspective,
OTRS Group surveyed 500 people:
✓ Ranging in age from 35 – 54.
✓ Located in Brazil, the United States and
Germany.
✓ Who were employed.

4. © OTRS Group
The breakdown
Time spent searching
Question:
How much time do
you spend at work
EACH DAY
searching for
information?
Top Answer:
31.6% claimed that
they spend between
½ to 1 hour a day
searching for
information. 0
20
40
60
80
100
120
140
160
180
Less than 1/2 hour 1/2 - 1 hour 1 - 2 hours More than 2 hours

5. © OTRS Group
The breakdown
Email management
Question:
How much time do
you spend, on
average, sorting
emails?
Top Answer:
32.2% claimed that
they spend about an
hour per day sorting
through emails.
12%
22%
32%
22%
12%
Less than 1 hour per
week
1 - 2 hours per week
About an hour a day
About 10 minutes a day
Less than 10 minutes
per day

6. © OTRS Group
The breakdown
IT issues
Question:
How much time do
you lose each day
because of
struggling with IT
issues?
Top Answer:
32.0% spend less
than 10 minutes a
day struggling with
IT issues.

7. © OTRS Group
The breakdown
Mistakes made
Question:
Which of the
following "faux pas"
(mistakes) have
happened to you?
Top Answer:
20.6% have sent an
email to the wrong
distribution list.
20% 10% 16% 17%
I sent an
email to
the wrong
distribution
list.
I sent out
sensitive
company
data.
I made a
customer
feel
frustrated
because I
couldn’t
answer a
question.
I got sick
and could
not
transition
my work.
I missed
critical
deadlines.
15%

8. © OTRS Group
The breakdown
Email frustrations
Question:
What bothers you most
about managing your
email?
Top Answers:
It was a tie. 25.5% said
people copy them on
too many things they
don’t need to know
about. The same said
that they forgot to do
things.
25%
17%
26%
17%
15%
People copy me on too
many things I don't need
to know about.
I can never find the right
email to reply to.
Forget to do things
because they are at the
bottom of the pile.
It takes me too long to
sort.
Email doesn't bother me.

9. © OTRS Group
The breakdown
Team coverage
Question:
Approximately how
often do you cover
for a colleague who
is out of the office?
Top Answer:
28.4% say several
times a month.
26.80%
28.40%
23%
21.80%
Several times a YEAR.
Several times a MONTH.
EVERY week.
It never happens.
0.00% 5.00% 10.00% 15.00% 20.00% 25.00% 30.00%

10. © OTRS Group
The breakdown
Coverage challenges
Question:
What is the biggest
challenge about
taking over a task
from another
colleague?
Top Answer:
37.0% say getting
background
information is the
biggest challenge.
0
5
10
15
20
25
30
35
40
Understanding the
task status.
Getting
background
information.
Knowing who to
contact to
complete the task.
Other

11. © OTRS Group
The breakdown
Time taken to cover
Question:
How much time
does it add to your
workday when a
colleague is out?
Top Answer:
33.0% say it adds ½
to one hour per day
when they need to
cover for a
colleague.
29%
33%
27%
11%
Less than 1/2 hour
1/2 to 1 hour
1 - 2 hours
More than 2 hours

12. © OTRS Group
The breakdown
Instead of covering . . .
Question:
If you had an
additional 5 hours of
professional time
each week, how
would you use it?
Top Answer:
29% say they would
get tasks done so
that they could
move on to their
personal lives.
29%
26%
26%
19%
To get tasks done so I don't
have to stay late. I want to
get to my personal life.
To move projects that are
important to me forward so
that I feel more fulfilled in my
role.
To look at new opportunities
for the team or organization
so that I can move forward in
my career.
To help other team members
learn, just because it's nice.

13. © OTRS Group
Who is OTRS Group?
Customer Agents
OTRS Group is the source code owner and leading solution provider of
OTRS, which is a service management suite
that structures communication and automates workflows.

14. © OTRS Group
Learn More about OTRS
E: sales@otrs.com
Visit us online to learn more about streamlining your team’s workday by
adding structure and order to tasks and communication.

15. Thank you!