Service industry metrics


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Service industry metrics

  1. 1. Service Industry Metrics Who, Why, What, and How???? Dan Wilson
  2. 2. Agenda <ul><li>Who is responsible for metrics? </li></ul><ul><li>Why report metrics? </li></ul><ul><li>What are the Key Industry Metrics </li></ul><ul><ul><li>Formulas and definition </li></ul></ul><ul><li>How : Tools for Metrics </li></ul><ul><li>Underlying Theme: Differences for Internal vs. External Support Centers (imbedded throughout this presentation) </li></ul>
  3. 3. Who? <ul><li>Support Center Staff </li></ul><ul><ul><li>Creates data </li></ul></ul><ul><ul><li>Follows standards to ensure consistency </li></ul></ul><ul><li>Support Center Supervisor/Manager </li></ul><ul><ul><li>Review data daily! (or at least weekly) </li></ul></ul><ul><ul><li>Learn the best practices – Gartner, HDI, SSPA, ITIL, etc. </li></ul></ul><ul><ul><li>Learn the definitions and how to calculate them </li></ul></ul><ul><ul><li>Benchmark - HDI Practices Survey (Member Averages) </li></ul></ul><ul><ul><li>Compete within team members and with the best practices </li></ul></ul><ul><ul><li>Teach staff metrics (empower them) </li></ul></ul><ul><li>Support Center Senior Management </li></ul><ul><ul><li>Take involvement and ownership of the metrics </li></ul></ul><ul><ul><li>Publish metrics (may be done by Manager) </li></ul></ul><ul><ul><li>Explain the business meaning of the metrics to business partners </li></ul></ul><ul><ul><li>Benchmark with the industry and competition </li></ul></ul>
  4. 4. Why? <ul><li>Why use Metrics? </li></ul><ul><li>Manage your business. </li></ul><ul><ul><li>You cannot manage what you cannot measure </li></ul></ul><ul><li>Service Level Adherence </li></ul><ul><li>Benchmarking </li></ul><ul><li>Trending  Drives Real Business Decisions </li></ul><ul><li>Standards and Best Practices </li></ul><ul><li>Measure Competition (Team and Business) </li></ul><ul><li>Marketing </li></ul><ul><li>Required Deliverable </li></ul><ul><li>Good excuse to go to HDI Meetings </li></ul>
  5. 5. What? <ul><li>Finding definitions of the Key Industry Metrics </li></ul><ul><li>HDI </li></ul><ul><li>ITIL </li></ul><ul><li>SSPA </li></ul><ul><li>Gartner </li></ul><ul><li>Training Classes </li></ul><ul><li>Google….. </li></ul>Source: The Help Desk Audit: Blueprint for Success
  6. 6. What? <ul><li>What should you measure? </li></ul><ul><li>It depends.. (you know that was coming) </li></ul><ul><ul><li>External vs. Internal </li></ul></ul><ul><ul><li>Free vs. Pay for Service </li></ul></ul><ul><ul><li>Good vs. Bad image </li></ul></ul><ul><li>Look at your SLAs and OLAs </li></ul><ul><li>Call Management Metrics </li></ul><ul><ul><li>Call Volumes </li></ul></ul><ul><ul><li>Resolutions </li></ul></ul><ul><ul><li>Call Update Frequency </li></ul></ul><ul><li>Financial Metrics </li></ul><ul><ul><li>Cost Per Call </li></ul></ul><ul><ul><li>Cost of Existing (relevant for outsourcing) </li></ul></ul><ul><li>Trend everything!!!! </li></ul><ul><li>Staffing Metrics </li></ul><ul><ul><li>Average Speed to Answer </li></ul></ul><ul><ul><li>Call Hold Time </li></ul></ul><ul><ul><li>Abandonment Rates </li></ul></ul><ul><ul><li>Calls per analyst </li></ul></ul><ul><ul><li>Customers per analyst </li></ul></ul><ul><ul><li>Time to Close </li></ul></ul><ul><ul><li>1 st Call Closure </li></ul></ul><ul><li>Overall Performance Metrics </li></ul><ul><ul><li>SLA/OLA Metrics </li></ul></ul><ul><ul><li>Customer Satisfaction </li></ul></ul><ul><ul><li>PNL (external) </li></ul></ul><ul><li>Top 10’s </li></ul><ul><ul><li>Customers/Departments </li></ul></ul><ul><ul><li>Problem/Resolution Codes </li></ul></ul><ul><ul><li>Equipment & Software </li></ul></ul>
  7. 7. What? - System Calculated <ul><li>ACD/Phone </li></ul><ul><ul><li>Abandonment Rates </li></ul></ul><ul><ul><ul><li>Good Abandons </li></ul></ul></ul><ul><ul><ul><li>Bad Abandons </li></ul></ul></ul><ul><ul><li>Average Speed to Answer </li></ul></ul><ul><ul><li>Call Hold Time </li></ul></ul><ul><ul><li>Talk Time </li></ul></ul><ul><ul><li># of Rings (phone call volumes) </li></ul></ul><ul><li>Email System </li></ul><ul><ul><li># of emails </li></ul></ul><ul><ul><li>Time to respond (email hold time) </li></ul></ul><ul><li>Website/Knowledge Base </li></ul><ul><ul><li># of Calls logged through the Web </li></ul></ul><ul><ul><li>Site/KB Hits </li></ul></ul><ul><ul><li>Rating of KB Articles </li></ul></ul>
  8. 8. What? - Top 10’s <ul><li>Track these to initiate projects and solutions </li></ul><ul><li>Problem & Resolution Codes </li></ul><ul><ul><li>Root Cause Analysis </li></ul></ul><ul><ul><li>Drilling into the other Top 10 Categories </li></ul></ul><ul><ul><li>Excellent for the Big Picture views </li></ul></ul><ul><li>Top 10 Customers & Departments </li></ul><ul><ul><li>Meet with them to determine why they are calling. They may need training, a new process, or it may be a technology bug </li></ul></ul><ul><li>Top 10 Make/Models </li></ul><ul><ul><li>Trending may show that equipment models have the same issues, if you see this you can proactively fix the issues </li></ul></ul><ul><li>Top 10 Software Applications </li></ul><ul><ul><li>Users may need training </li></ul></ul><ul><ul><li>Could be a bug in the software </li></ul></ul><ul><ul><li>You may need to upgrade the software </li></ul></ul>
  9. 9. What? - Some Assembly Required <ul><li>SLA Adherence – Ratio of met vs. missed SLA Metrics </li></ul><ul><li>Time to Close – Average # of days/hours that the call was open </li></ul><ul><ul><li>Hours –Time Diff functions </li></ul></ul><ul><ul><li>Days – Date Diff or MS Excel’s NETWORKDAYS function </li></ul></ul><ul><li>Average Cost of Existing (Burdened) </li></ul><ul><ul><li>1.4* Σ (Staff Salaries) / Time Period </li></ul></ul><ul><ul><li>Note: Cost conscious/effective teams are less likely to be outsourced. Manage and market your cost effectiveness! </li></ul></ul><ul><li>Cost Per Call </li></ul><ul><ul><li>Cost of existing / # of calls </li></ul></ul><ul><ul><li>Make sure both numbers are in the same time period </li></ul></ul><ul><ul><li>Can be used for charge back models </li></ul></ul>
  10. 10. What? - More Assembly Required <ul><li>1 st Call Closure - % of Calls closed on 1 st contact with the customer. </li></ul><ul><ul><li>Shows the effectiveness of your 1 st level staff, decreases time to close significantly </li></ul></ul>
  11. 11. How? <ul><li>Dan’s #1 Rule of Metrics </li></ul><ul><li>Know Your Database! </li></ul><ul><li>This enables you to know the data to capture/report and how to get the data out for a report. </li></ul><ul><li>If you don’t know your database you will likely have difficulty with reporting. </li></ul>
  12. 12. How? - Tools <ul><li>Batch Reporting </li></ul><ul><ul><li>Crystal Reports </li></ul></ul><ul><ul><li>MS Access </li></ul></ul><ul><ul><li>MS Excel - Pivot tables are your friend, learn them ASAP!!! </li></ul></ul><ul><ul><li>Other reporting software applications </li></ul></ul><ul><ul><li>Service Management System based reporting </li></ul></ul><ul><li>Dynamic Reporting - Anyone, anywhere, anytime </li></ul><ul><ul><li>Web Based – SQL reporting Services, PHP, CGI, & ASP </li></ul></ul><ul><ul><li>MS Excel </li></ul></ul><ul><ul><li>Service Management System based </li></ul></ul><ul><ul><li>reporting </li></ul></ul><ul><li>Examples </li></ul>
  13. 13. One Last Calculation <ul><li>“ Fully” Burdened Cost Per Call </li></ul><ul><li>Dynamic/Web Reporting Calculation </li></ul>1.4 * Σ ( Salaries) / # of work days * # of worked days # of calls closed thus far in the year <ul><li>~250 Work Days/yr - 5 days/wk * 50 wks/yr (approx 10 holidays) </li></ul><ul><li>$250,000 salaries for the year </li></ul><ul><li>150 worked days </li></ul><ul><li>Closed 20,000 Calls </li></ul>CPC = $10.50/call