Presented by Tim Dewey

1. Presented by: Tim Dewey
CEO, B Virtual Inc.
www.bvirtualinc.com

2. • Is Support Aligned with the Business?
• Current Challenges in Support
• Management & IT Leadership Perspective
d h
• Changing Landscape of Support
• The Virtual Support Center
o Benefits
o Challenges
o Solutions

4. Are you constrained by cost pressures?
Does the business still believe you provide
value to the organization?
Are you being asked to look at alternatives to
increase productivity and effectiveness?
...The definition of crazy is “doing the same thing
again and again while expecting different results”

5. Is IT aligned with the business?
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Business expectations for IT focus on improving current operations and
performance
Business expectations Ranking of Business Priorities CIO's
selected as one of their top 5 priorities
Ranking 2010 2009 2008 2007 2006 2012
Improving business processes 1 1 1 1 1 2
Reducing enterprise costs 2 2 5 2 2 7
Increasing the use of information/analytics 3 5 8 7 6 8
Improving enterprise workforce effectiveness 4 3 6 4 * 6
Attracting and retaining new customers
Attracting and retaining new customers 5 4 2 3 3 3
Managing change initiatives 6 8 12 * * 12
Creating new products or services (innovation) 7 6 3 10 9 1
Targeting customers and markets more effectively 8 7 9 * * 9
Consolidating business operations 9 11 13 14 * 15
Expanding current customer relationships
Expanding current customer relationships 10 9 7 * 11
* New question
Gartner: Meeting the Challenge: The 2010 CIO Agenda, January 2010

7. Need continued cost containment and reduction
• Want cost effective support that meets business requirements
• Increase the productivity with the same support team
Want to retain skilled labor pool
• Want to provide further incentives without additional cost
Scalable model that meets demand in service
• Need flexibility to scale up or down with cost benefits
• Business Continuity that provides high availability
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Leverage existing t h l
i ti technology i
investments f support
t t for t
• Extend virtualized technology to support
• Optimize infrastructure and investments to transform support

8. The Changing
Workforce
43% of U.S. workers will
be telecommuting by 2016
Today’s college
graduates will hold14
jobs by h i
j b b the time they are
h
38
Over 40% of workers will
be contractors by 2016

9. 2009 HDI Survey

10. IT Support must transform as the business
does
• 30% of the global workforce will be mobile by 2011
• Virtualization of technology should include support
Service performance can be enhanced
• Higher productivity exists in virtual models
h d l d l
• Distributed workers does not mean lower levels of performance
and service
Business Continuity can truly be realized
• No single point of failure in a distributed support team
• Direct impact is to service level performance & sustainability
SaaS offering better solutions for communication
& collaboration
• IT support leaders can take advantage of technology to create a
pp g gy
more cohesive support team

11. 45%
Using at‐home agents 48%
69%
48%
Considering at home 41%
agents 25%
Biggest Drivers
7%
Not using or considering 11%
at‐home agents 6%
9‐Apr
9A 9‐Sep
9S 9‐Nov
9N
Knowlagent November 2009: At Home Agent
Management

12. Best practice approach to a
remote model of support
• Defined policies &
procedures
• Established remote
workplace
Consists of trained virtual
support team
• Managers trained to lead
g
remote team
• Support professionals
trained to perform higher
Formal model with defined
goals and objectives
• Benchmarking
• Continuous improvement
• Performance management
f

13. • Virtual Support
Professional
productivity increase
of 10-30% (LiveOps 2008)
• Reduction of turnover
-10% for Virtual
Support Professionals,
versus 25 35% (LiveOps
25-35%
2008)
• Virtual Support
Professionals can
reduce carbon
footprint reduction of
five tons of Co2 per
year(Average commute of 13,000
miles annually)
• Labor savings on
Virtual Support
Professionals of 15-
20% (B Virtual 2008 2009)
2008-2009)

14. 10. Going Green
9. Reduced cost for facilities & overhead
8. Leverage existing technology to extend support
7. Reduced commuting time and costs
6. Source language skills where they exist
5. Hire the most qualified resources
4.
4 Work life balance enhanced
3. Reduced turnover
2. Increased productivity
1. “It’s the economy stupid….”

15. Areas you want to consider before establishing a
Virtual Support Center
Recruiting
Technology
Management
Legal & HR

16. Recruiting the most qualified
Virtual Support Professionals
• Virtual Profile
• You own team may not be
candidates!
New hire orientation
• Your “Virtual 1st day orientation”
• Onsite-training
Leveraging technology to train
Virtual Support Team
• E Learning
E-Learning
• Live instructor led
• Consider onsite or satellite training

17. SaaS • ACD/IVR
technology
Interaction
Technology
• Email
• Chat
platform
• Incident
Interaction
Management
Management
• Call tracking
• CRM
• Knowledge Stores
Content
Management
• Collaboration
• Supervision
Performance
P f
Management
• Reporting
• Training

18. Performance Management for the Virtual Support
for
Center
Benchmarking
• Against existing team
• Benchmark KPI s
KPI’s
• Costs
Reporting & review
• Asset Velocity
• Measure and coach –
Provide scheduled
feedback
Customer satisfaction
• Measure Service Levels
of remote team
• Customer satisfaction
can be tied to employee
satisfaction
Daily Interaction
• Interact more with team
• Daily checklists
• Team activities

19. Human Resources & legal considerations
Career path
• Job opportunities
• Career progression
Employment agreements
• Polices and procedures in
a Virtual Support Center
• Workplace requirements
requirements,
including ergonomics &
site visits
• Background checks
Connection to HR
• Remaining “connected with
HR”
• Virtual visibility
Change in status
• Termination process
• Recapture process

20. Long term cost effective model of Support
• Expect productivity gains of 10-15%
• Turnover should be reduced by 50%
• Replacement costs can be hired at 17-20% less
• Leverage existing virtualized technology to increase ROI
Skilled labor pool now expanded
• Recruiting requirements have no geographic limit
• Take advantage of the most qualified full and part time resources
worldwide
Improved work-life balance enhances
overall performance
• Well qualified and high performing
employees enjoying a positive work-life
balance
• Happier support team = Higher customer
satisfaction!

21. The future of Help Desk…
Desk…

22. The B Wyze Group of
Companies’
Leading IT Service and Support through
Innovation and Partnerships
Bringing Your IT Help Desk Home
g g p
eLearning Innovations

23. Raffle!