Five KPIs that every law firm service desk manager measures
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Essential information for every manager responsible for managing or leading a law firm service desk, based on data published in April 2014 in the Bevan Service Desk Performance Report.
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Five KPIs that every law firm service desk manager measures
- 1. Five KPIs That Every Law Firm Service Desk Manager Measures SHERRY BEVAN WWW.SHERRYBEVAN.CO.UK
- 2. What is covered in this presentation • Five Key Performance Indicators (KPIs) that law firm service desks measure • The targets for those KPIs in law firms • How often do law firm service desks ask for feedback • Staffing ratios • The big challenges • Is self-service the future for law firm service desks • How to download your free copy of the Bevan Service Desk Performance Report • How to book your free 60 minute strategy session WWW.SHERRYBEVAN.CO.UK
- 3. You can only manage what you measure WWW.SHERRYBEVAN.CO.UK The apple farmer who only wants good quality apples … he only pays his pickers for the number of unbruised apples. Do you measure what you want to manage?
- 4. What do law firms measure • Live rate i.e. number of seconds to answer a call (calculated as 5 seconds per ring) WWW.SHERRYBEVAN.CO.UK
- 5. What do law firms measure • First time fix rate • i.e. requests that are fixed and resolved to the user’s satisfaction in the very first telephone call or email WWW.SHERRYBEVAN.CO.UK
- 6. What do law firms measure • Average abandon rate • i.e. the number of calls where the caller hangs up before the service desk answers the telephone WWW.SHERRYBEVAN.CO.UK
- 7. What do law firms measure • Customer satisfaction ratings WWW.SHERRYBEVAN.CO.UK
- 8. Results from Bevan Performance Report published April 2014 KPI target Highest Lowest Average Live rate (seconds) 30 3 18 First time fix rate (%) 100% 60% 81% Resolved at first level (%) 100% 75% 84% Average abandon rate 20% 1% 6% Customer satisfaction 100% 70% 92% WWW.SHERRYBEVAN.CO.UK Click here to download your free copy
- 9. How often do law firm service desks measure customer service? 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Every call Daily Weekly Monthly Quarterly Annually Never How to write an effective survey - blog WWW.SHERRYBEVAN.CO.UK
- 10. How many calls is too many? WWW.SHERRYBEVAN.CO.UK Avg calls per month Avg calls per user Avg calls per analyst Avg users per analyst Avg users per IT staff All firms 2417 2.30 315 147 26 Firms with less than 250 users 454 3.15 210 79 41 Firms with 250-500 users 923 2.46 260 123 42 Firms with 500+ users 4601 2.67 471 185 30
- 11. Staffing is the biggest challenge • Recruitment and retention • Career development • Challenging and stimulating opportunities WWW.SHERRYBEVAN.CO.UK
- 12. The other big challenges … • Balancing business as usual with “shiny new stuff” WWW.SHERRYBEVAN.CO.UK
- 13. • Managing business expectations WWW.SHERRYBEVAN.CO.UK
- 14. International cover with a UK based desk … • Language barriers • Time zones • Staffing WWW.SHERRYBEVAN.CO.UK
- 15. Is self-service the way to go? • 38% of law firm service desks offer self-service • Increase of 2% since 2013 • 50% will offer in next 12 months • Are you one of the 50%? Think about how you will capture and manage the data Useful data on email efficiency – CMS Intelliteach Guru Guide WWW.SHERRYBEVAN.CO.UK
- 16. WWW.SHERRYBEVAN.CO.UK Click here to download your free copy
- 17. Free 60 minute strategy call • Book a free 60 minute strategy call to discuss the improvements you want in your law firm service desk If this presentation was useful, please do share. Thank you! Sherry Bevan – Business Effectiveness Consultant @SherryRB www.sherrybevan.co.uk WWW.SHERRYBEVAN.CO.UK
Editor's Notes
- Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds. The Live Rate is often the one KPI that your users very much focus on and will complain about the most. Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated). Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time. Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
- Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds. The Live Rate is often the one KPI that your users very much focus on and will complain about the most. Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated). Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time. Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
- Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds. The Live Rate is often the one KPI that your users very much focus on and will complain about the most. Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated). Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time. Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
- Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds. The Live Rate is often the one KPI that your users very much focus on and will complain about the most. Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated). Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time. Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
- Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds. The Live Rate is often the one KPI that your users very much focus on and will complain about the most. Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated). Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time. Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
- Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds. The Live Rate is often the one KPI that your users very much focus on and will complain about the most. Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated). Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time. Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
- Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds. The Live Rate is often the one KPI that your users very much focus on and will complain about the most. Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated). Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time. Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
- Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds. The Live Rate is often the one KPI that your users very much focus on and will complain about the most. Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated). Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time. Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
- Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds. The Live Rate is often the one KPI that your users very much focus on and will complain about the most. Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated). Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time. Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
- Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds. The Live Rate is often the one KPI that your users very much focus on and will complain about the most. Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated). Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time. Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
- Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds. The Live Rate is often the one KPI that your users very much focus on and will complain about the most. Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated). Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time. Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
- Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds. The Live Rate is often the one KPI that your users very much focus on and will complain about the most. Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated). Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time. Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.