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Help Desk Best Practices The Road to World Class Performance!
MetricNet Best Practices Webcast Series
If You Need to Reach Us During the Presentation
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1 © MetricNet, LLC, www.metricnet.com
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A Historical Perspective:
Industry Megatrends!
A Model for Help Desk Best Practices:
Strategy, Metrics, Human Resources,
Marketing
A Call To Action:
Your Opportunity to Excel!
About MetricNet:
Your Benchmarking Partner
Today’s Agenda
A Historical Perspective:
Industry Megatrends!
© MetricNet, LLC, www.metricnet.com 3
24 Years of Service Desk Benchmarking Data
More than 1,900 Service Desk Benchmarks
Global Database
30 Key Performance Indicators
Nearly 80 Industry Best Practices
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5 © MetricNet, LLC, www.metricnet.com
Then and Now: 24 Years of Benchmarking Metrics
Key Performance
Indicator
North American Averages
1988 Last Year
Monthly Contacts per
End-User 0.79 1.95
Cost per Contact $9.57 $21.84
Average Handle Time 6:27 12:55
Resolved on First
Contact 35% 67%
Resolved at Level 1 39% 85%
Starting Agent Salaries
(current dollars) $27,280 $35,411
Service Desk Cost per
End-User per Year $97 $502
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So What’s Going on Here?
Industry Megatrends: The Drivers
Increasing awareness and understanding of help desk TCO (Total Cost of Ownership)
Help Desk evolving from a support to a strategic role in the enterprise
The growing importance of the help desk in shaping end-user opinions of IT
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And What are the Implications?
Industry Megatrends: The Result
Increased Emphasis on First Contact Resolution (FCR)
Strategic Application of Key Performance Indicators (KPI’s)
Investments in Agent Development
New Models for Measuring Help Desk Value
Renewed Emphasis on Internal Marketing
Increased Starting Salaries for Agents
8 © MetricNet, LLC, www.metricnet.com
Characteristics of a World-Class Help Desk
Help desk consistently exceeds customer expectations
Result is high levels of customer satisfaction
Call quality is consistently high
Costs are managed at or below industry average levels
Cost per contact below average
Minimizes Total Cost of Ownership (TCO)
Help desk follows industry best practices
Industry best practices are defined and documented
Help desk follows industry best practices
Every transaction adds value
A positive customer experience
Drives a positive view of IT overall
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The World-Class Help Desk Defined
Cost per Contact Higher Lower
Higher A World-Class Help Desk
An “Average” Help Desk
BEST-IN-CLASS
PERFORMANCE CURVE
AVERAGE PERFORMANCE CURVE
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POLLING QUESTION
A Model for Help Desk Best Practices:
Strategy, Metrics, Human Resources, Marketing!
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12 © MetricNet, LLC, www.metricnet.com
4
3
2
1
Customer
Enthusiasm
A Model for Help Desk Best Practices
Strategy
Human Resources
Metrics
Marketing
Model
Component Description
1. Strategy Focus on end-
user productivity
and TCO
2. Metrics
Metrics are used
holistically and
diagnostically
3. HR
Life-Cycle
management of
Human
Resources
4. Marketing Actively manage
stakeholder
perceptions
13 © MetricNet, LLC, www.metricnet.com
The Strategic Help Desk
Model
Component Description
1. Strategy Focus on end-
user productivity
and TCO
2. Metrics
Metrics are used
holistically and
diagnostically
3. HR
Life-Cycle
management of
Human
Resources
4. Marketing Actively manage
stakeholder
perceptions
4
3
2
1
Customer
Enthusiasm
Strategy
Human Resources
Metrics
Marketing
14
Newer help desks and
less evolved help desks
are in this category
Help desks in this stage
are unable to anticipate
or prepare for problems
A reactive “fire-fighting”
mentality prevails at this
stage
Call volume continually
increases at this stage
Customer satisfaction is
the goal
The primary purpose of a
strategic help desk is to make
end users more productive
and drive a positive view of IT
Help desk anticipates
problems and takes action to
prevent occurrence
A proactive mentality prevails
Users are given tools to solve
their own problems
Problem complexity increases
Customer enthusiasm
and value creation is the
goal!
Heavy investments in
training and technology
characterize this stage
An expert network of
problem solvers is
established outside the
help desk
Automation begins
ACD, VRU, report
generation, etc.
Knowledge base
established
Call volume oftentimes
levels off
Support Stage Growth Stage Strategic Stage
The Help Desk Evolution
Strategy
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61%
31%
8%
Support Stage Transitional Stage Strategic Stage
Traditional customer
support paradigm
The help desk makes a shift
from following the customer to
leading the customer
The help desk operates in a
non-traditional customer
support paradigm – every
transaction adds value!
How Far Has Your Help Desk Evolved?
Strategy
The Paradox of IT Support
Less than 5% of all IT spending is
allocated to end-user support
Service desk, desktop support,
field support
This leads many to erroneously
assume that there is little upside
opportunity in IT support
The result is that most support
organizations are managed with the
goal of minimizing costs
But the most effective support
strategies focus on maximizing
value
16 © MetricNet, LLC, www.metricnet.com
Corporate IT Spending Breakdown
4%
96%: Non support functions
End-User Support
Application
Development
Application
Maintenance
Network
Operations
Mainframe and
midrange Computing
Desktop Computing
Contract Services
(e.g., disaster
recovery)
Support Level Cost per Ticket
Vendor
Level 2: Desktop Support
Field Support
Level 3 IT
(apps, networking, NOC, etc.)
Level 1: Service Desk
$471
$196
$85
$62
$22
17 © MetricNet, LLC, www.metricnet.com
Support Has an Opportunity to Minimize TCO
Strategy
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POLLING QUESTION
0
10
20
30
40
50
60
70
0 1 2 3 4 5
Pro
du
cti
ve H
ou
rs L
ost
per
Em
plo
yee p
er
Year
Quality of Support Drives End-User Productivity
1 (top) 2 3 4 (bottom)
Customer Satisfaction 93.5% 84.5% 76.1% 69.3%
First Contact Resolution Rate 90.1% 83.0% 72.7% 66.4%
Mean Time to Resolve (hours) 0.8 1.2 3.6 5.0
Customer Satisfaction 94.4% 89.2% 79.0% 71.7%
First Contact Resolution Rate 89.3% 85.6% 80.9% 74.5%
Mean Time to Resolve (hours) 2.9 4.8 9.4 12.3
Service Desk
Desktop Support
Performance QuartileSupport Function Key Performance Indicator
37.4 46.9Average Productive Hours Lost per Employee per Year 17.1 25.9
Performance Quartile n = 60
19 © MetricNet, LLC, www.metricnet.com
Strategy
84%
47%
31%29%
22%19%
8%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Service Desk Desktop
Support
Network
Outages
VPN Training Enterprise
Applications
Desktop
Software
Factors Contributing to IT Customer Satisfaction
% S
ayin
g V
ery
Im
po
rtan
t
n = 1,044
Global large cap companies
Survey type: multiple choice
3 responses allowed per survey
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
Support Drives Customer Satisfaction for All of IT
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Strategy
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4
3
2
1
Customer
Enthusiasm
Performance Measurement and Management
Strategy
Human Resources
Metrics
Marketing
Model
Component Description
1. Strategy Focus on end-
user productivity
and TCO
3. Metrics
Metrics are used
holistically and
diagnostically
2. HR
Life-Cycle
management of
Human
Resources
4. Marketing Actively manage
stakeholder
perceptions
Some Common Help Desk KPI’s
Cost per Ticket
First Level Resolution Rate
Cost
Service Level
Quality
Call Handling Agent
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
Customer Satisfaction
Call Quality
First Contact Resolution Rate
Agent Occupancy
Annual Agent Turnover
Daily Absenteeism
New Agent Training Hours
Annual Agent Training Hours
Schedule Adherence
Agent Tenure
Agent Job Satisfaction
Contact Handle Time
% Escalated Level 1
Resolvable
User Self-Service
Completion Rate
And there are hundreds more!!
Metrics
Productivity
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The Premise Behind Help Desk 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!
Metrics
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The Dilemma with Help Desk KPI’s
Lots and Lots of data
But not enough analysis…
Not enough Insight…
And not enough Action!!
Metrics
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Two Paradigms for Help Desk KPI’s
The Historical Approach The Holistic Approach
Measurement
(75%)
Analysis
(15%)
Prescription
(7.5%)
Action
(2.5%)
Measurement
(5%)
Analysis
(20%)
Prescription
(30%)
Action
(45%)
Inc
rea
sin
g V
alu
e!
Metrics
Some Common Help Desk KPI’s
Cost per Ticket
First Level Resolution Rate
Cost
Service Level
Quality
Call Handling Agent
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
Customer Satisfaction
Call Quality
First Contact Resolution Rate
Agent Occupancy
Annual Agent Turnover
Daily Absenteeism
New Agent Training Hours
Annual Agent Training Hours
Schedule Adherence
Agent Tenure
Agent Job Satisfaction
Contact Handle Time
% Escalated Level 1
Resolvable
User Self-Service
Completion Rate
And there are hundreds more!!
Metrics
Productivity
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27 © MetricNet, LLC, www.metricnet.com
KPI’s: Which Ones Really Matter?
Cost per Contact Cost
Productivity
Quality
Call Handling
Agent Utilization
Customer Satisfaction
First Contact Resolution Rate
Agent Agent Job Satisfaction
Aggregate Balanced scorecard
TCO First Level Resolution Rate
Metrics
Read MetricNet’s whitepaper on Help Desk Performance Metrics. Go to www.metricnet.com to get your copy!
Metrics
Aggregate Metrics: The Balanced Scorecard
Step 1
Six critical
performance
metrics have been
selected for the
scorecard
Step 2
Each metric has been
weighted according to its
relative importance
Step 3
For each performance metric,
the highest and lowest
performance levels in the
benchmark are recorded
Step 4
Your actual
performance for
each metric is
recorded in this
column
Step 5
Your score for each
metric is then calculated:
(worst case – actual
performance) / (worst
case – best case) X 100
Step 6
Your balanced score for each
metric is calculated: metric
score X weighting
28
Worst Case Best Case
Cost per Contact 25.0% $55.28 $9.15 $21.83 72.5% 18.1%
Customer Satisfaction 25.0% 63.7% 97.5% 77.2% 39.9% 10.0%
Agent Utilization 15.0% 30.9% 64.4% 47.0% 48.0% 7.2%
Net First Contact Resolution Rate 15.0% 51.8% 87.5% 70.2% 51.4% 7.7%
Agent Job Satisfaction 10.0% 53.5% 91.5% 73.4% 52.4% 5.2%
Average Speed of Answer 10.0% 192 13 60 73.5% 7.3%
Total 100.0% N/A N/A N/A N/A 55.6%
Performance RangeMetric
WeightingPerformance Metric
Balanced
Score
Your
Performance
Metric
Score
Overall Help Desk Scorecard Trend
40%
45%
50%
55%
60%
65%
70%
75%
80%
85%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Help
Des
k B
ala
nc
ed
Sc
ore
12 Month Average Monthly Score
Metrics
29 © MetricNet, LLC, www.metricnet.com
Metrics
30 © 2012 MetricNet, LLC, www.metricnet.com
Balanced Scorecard Benchmark
30 © MetricNet, LLC, www.metricnet.com
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Ba
lan
ced
Sc
ore
s
High 86.5%
Average ----- 50.3%
Median 50.3%
Low 13.8%
Your Score 55.6%
Balanced Scores
Key Statistics
High 86.5%
Average ----- 50.3%
Median 50.3%
Low 13.8%
Your Score 55.6%
Balanced Scores
Key Statistics
31 © MetricNet, LLC, www.metricnet.com
Your Help Desk Performance
Performance of
Benchmarking Peer
Group
Determine How Best in Class
Achieve Superiority
Adopt Selected Practices of
Best in Class
Build a Sustainable Competitive Advantage
The ultimate
objective of
benchmarking
COMPARE
The Benchmarking Methodology
Metrics
Read MetricNet’s whitepaper on Help Desk Benchmarking. Go to www.metricnet.com to receive your copy!
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POLLING QUESTION
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POLLING QUESTION
34 © MetricNet, LLC, www.metricnet.com
Benchmarking
Case Study
Benchmarking Performance Summary
Sample Data Only! Not Intended for Benchmarking Purposes!
Metrics
Average Min Median MaxCost/Contact $28.17 $22.96 $6.59 $22.56 $38.44
First Level Resolution Rate 59.0% 81.0% 59.0% 83.0% 88.0%
Contacts/Agent-Month 429 504 373 487 699
Agent Utilization 46.7% 53.1% 25.9% 53.9% 71.1%
Average Speed of Answer (ASA) in seconds 18 45 12 34 187
Percent Answered in 30 Seconds or Less 86.6% 72.1% 36.5% 71.3% 100.0%
Call Abandonment Rate 2.9% 8.1% 1.4% 7.6% 25.2%
Call Quality 68.4% 79.9% 43.8% 75.8% 94.5%
Customer Satisfaction 63.0% 79.0% 41.9% 75.5% 96.6%
Annual Agent Turnover 29.5% 31.7% 1.7% 26.4% 94.0%
Daily Absenteeism 19.2% 13.2% 0.1% 13.0% 29.8%
New Agent Training Hours 36 79 20 69 241
Ongoing Agent Annual Training Hours 12 34 0 20 130
Agent Satisfaction (% satisfied or very satisfied) 71.0% 75.4% 33.8% 70.1% 94.5%
Agents as a Percent of Total FTE's 77.9% 70.5% 57.1% 69.3% 88.4%
Contact Handle Time (min:sec) 12:41 11:18 2:47 9:34 19:55
First Contct Resolution Rate 51.3% 71.2% 45.4% 67.8% 94.1%
IVR Completion Rate 6.7% 22.0% 0.0% 18.9% 44.8%
Agent
Call Handling
Cost
Productivity
Service Level
Quality
Metric
Type Key Performance Indicator (KPI)
Your
Score
Peer Group
Read MetricNet’s whitepaper on Benchmarking Peer Group Selection. Go to www.metricnet.com to get your copy!
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The Foundation Metrics: Cost and Quality
Cost per Contact
(Efficiency)
Customer Satisfaction
(Effectiveness)
Metrics
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Agent Utilization and First Contact Resolution Rate
Cost per Contact Customer Satisfaction
Agent
Utilization
First Contact
Resolution
Metrics
37 © MetricNet, LLC, www.metricnet.com
Agent Utilization Drives Cost per Contact
$0
$5
$10
$15
$20
$25
$30
$35
$40
$45
20% 30% 40% 50% 60% 70% 80%
Agent Utilization
Co
st
per
Co
nta
ct
Metrics
38 © MetricNet, LLC, www.metricnet.com
First Contact Resolution Drives Customer Satisfaction
20%
40%
60%
80%
100%
20% 40% 60% 80% 100%
First Contact Resolution
Cu
sto
mer
Sati
sfa
cti
on
Metrics
39 © MetricNet, LLC, www.metricnet.com
Service Levels: ASA and Abandonment Rate
Cost per Contact Customer Satisfaction
Agent
Utilization
First
Contact
Resolution
Training Hours Scheduling
Efficiency
Service Levels:
ASA and AR
Metrics
40 © MetricNet, LLC, www.metricnet.com
ASA Drives Cost per Contact
$0.00
$5.00
$10.00
$15.00
$20.00
$25.00
$30.00
$35.00
$40.00
0 50 100 150 200 250
Average Speed of Answer (sec)
Co
st
per
Co
nta
ct
Metrics
41 © MetricNet, LLC, www.metricnet.com
Call Abandonment Rate Also Drives Cost per Contact
$0.00
$5.00
$10.00
$15.00
$20.00
$25.00
$30.00
$35.00
$40.00
$45.00
0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0%
Call Abandonment Rate
Co
st
pe
r C
on
tac
t
Metrics
42 © MetricNet, LLC, www.metricnet.com
ASA vs. Customer Satisfaction
0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
0 5% 10% 15% 20%
ASA as a % of Total Handle Time
Cu
sto
me
r S
ati
sfa
cti
on
Metrics
43 © MetricNet, LLC, www.metricnet.com
Call Abandonment Rate vs. Customer Sat
0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
0.0% 5.0% 10.0% 15.0% 20.0% 25.0%
Call Abandonment Rate
Cu
sto
mer
Sati
sfa
cti
on
Metrics
44 © MetricNet, LLC, www.metricnet.com
Training Hours Impact First Contact Resolution Rate
Cost per Contact Customer Satisfaction
Agent
Utilization
First
Contact
Resolution
Training Hours Scheduling
Efficiency
Service Levels:
ASA and AR
Metrics
45 © MetricNet, LLC, www.metricnet.com
New Agent Training Hours vs. First Contact Resolution
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0 50 100 150 200 250 300 350
New Agent Training Hours
Fir
st
Co
nta
ct
Res
olu
tio
n R
ate
Metrics
46 © MetricNet, LLC, www.metricnet.com
Veteran Agent Training vs. First Contact Resolution
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0 20 40 60 80 100 120 140
Annual Agent Training Hours
Fir
st
Co
nta
ct
Res
olu
tio
n R
ate
Metrics
47 © MetricNet, LLC, www.metricnet.com
Agent Satisfaction
Cost per Contact Customer Satisfaction
Agent
Utilization
First
Contact
Resolution
Agent
Satisfaction
Training Hours
Absenteeism/
Turnover
Scheduling
Efficiency
Service Levels:
ASA and AR
Metrics
48 © MetricNet, LLC, www.metricnet.com
Agent Satisfaction Impacts Customer Satisfaction
20%
30%
40%
50%
60%
70%
80%
90%
100%
50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%
Agent Satisfaction
Cu
sto
me
r S
ati
sfa
cti
on
Metrics
49 © MetricNet, LLC, www.metricnet.com
Agent Satisfaction Drives Agent Turnover
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%
Agent Satisfaction
An
nu
al
Tu
rno
ve
r
Metrics
50 © MetricNet, LLC, www.metricnet.com
Cause and Effect of Primary KPI’s
Cost per Contact Customer Satisfaction
Agent
Utilization
First
Contact
Resolution
Agent
Satisfaction
Training Hours
Absenteeism/
Turnover
Scheduling
Efficiency
Service Levels:
ASA and AR
Metrics
51 © MetricNet, LLC, www.metricnet.com
Training Hours Drive Agent Satisfaction
40%
50%
60%
70%
80%
90%
100%
0 20 40 60 80 100 120 140
Annual Agent Training Hours
Ag
en
t S
ati
sfa
cti
on
Metrics
52 © MetricNet, LLC, www.metricnet.com
A Summary of the Major KPI Correlations
Cost per Contact Customer Satisfaction
Agent
Utilization
First
Contact
Resolution
Agent
Satisfaction
Coaching Career Path Training Hours
Call
Quality
Handle
Time
Agents/
Total FTE’s
Absenteeism/
Turnover
First Level
Resolution Scheduling
Efficiency
Service Levels:
ASA and AR
Metrics
53 © MetricNet, LLC, www.metricnet.com
Benchmarking Performance Summary
Sample Data Only! Not Intended for Benchmarking Purposes!
Metrics
Average Min Median MaxCost/Contact $28.17 $22.96 $6.59 $22.56 $38.44
First Level Resolution Rate 59.0% 81.0% 59.0% 83.0% 88.0%
Contacts/Agent-Month 429 504 373 487 699
Agent Utilization 46.7% 53.1% 25.9% 53.9% 71.1%
Average Speed of Answer (ASA) in seconds 18 45 12 34 187
Percent Answered in 30 Seconds or Less 86.6% 72.1% 36.5% 71.3% 100.0%
Call Abandonment Rate 2.9% 8.1% 1.4% 7.6% 25.2%
Call Quality 68.4% 79.9% 43.8% 75.8% 94.5%
Customer Satisfaction 63.0% 79.0% 41.9% 75.5% 96.6%
Annual Agent Turnover 29.5% 31.7% 1.7% 26.4% 94.0%
Daily Absenteeism 19.2% 13.2% 0.1% 13.0% 29.8%
New Agent Training Hours 36 79 20 69 241
Ongoing Agent Annual Training Hours 12 34 0 20 130
Agent Satisfaction (% satisfied or very satisfied) 71.0% 75.4% 33.8% 70.1% 94.5%
Agents as a Percent of Total FTE's 77.9% 70.5% 57.1% 69.3% 88.4%
Contact Handle Time (min:sec) 12:41 11:18 2:47 9:34 19:55
First Contct Resolution Rate 51.3% 71.2% 45.4% 67.8% 94.1%
IVR Completion Rate 6.7% 22.0% 0.0% 18.9% 44.8%
Agent
Call Handling
Cost
Productivity
Service Level
Quality
Metric
Type Key Performance Indicator (KPI)
Your
Score
Peer Group
Read MetricNet’s whitepaper on Benchmarking Peer Group Selection. Go to www.metricnet.com to get your copy!
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Question & Answer
56 © MetricNet, LLC, www.metricnet.com
4
3
2
1
Customer
Enthusiasm
Human Resource Management
Strategy
Human Resources
Metrics
Marketing
Model
Component Description
1. Strategy Focus on end-
user productivity
and TCO
2. Metrics
Metrics are used
holistically and
diagnostically
3. HR
Life-Cycle
management of
Human
Resources
4. Marketing Actively manage
stakeholder
perceptions
57 © MetricNet, LLC, www.metricnet.com
Best Practices: Human Resources
Human Resources:
Best Demonstrated Practices
Affected KPI’s
Cost/C
all
Custo
mer S
at
Utiliz
atio
n
Firs
t Call R
es
Call Q
uality
Handle
Tim
e
Turn
over
Recruit-
ment
Recruiting is a rigorous and holistic process that measures specific agent
competencies, and matches those competencies to the needs of the service
desk.
Training Rigorous and formalized training is available for both new and seasoned
agents. Training is customized to meet the needs of each agent, and is
designed to maximize First Level and First Contact Resolution.
Career
Pathing
Career paths have been formalized and documented, and often include vertical
as well as lateral promotion opportunities. Performance levels required for
advancement are clearly articulated. Agents are encouraged to take charge of
their own career and skills development.
Retention Formal strategies are employed to maximize employee retention. These
strategies are designed to improve employee job satisfaction and loyalty,
thereby maximizing agent morale and minimizing turnover.
Coaching
and
Feedback
Service desk management demonstrates commitment to continuous
improvement by conducting frequent, one-on-one coaching to each agent, and
by providing specific suggestions for improvement and setting attainable goals.
Perform-
ance
Standards
Service desk agents are held accountable for minimum performance standards
with incentives for surpassing, and disincentives for falling short of the standard.
Performance goals cover both quality and productivity.
HR
58 © MetricNet, LLC, www.metricnet.com
A Summary of the Major KPI Correlations
Cost per Contact Customer Satisfaction
Agent
Utilization
First
Contact
Resolution
Agent
Satisfaction
Coaching Career Path Training Hours
Call
Quality
Handle
Time
Agents/
Total FTE’s
Absenteeism/
Turnover
First Level
Resolution Scheduling
Efficiency
Service Levels:
ASA and AR
HR
Training Hours Drive Agent Job Satisfaction
40%
50%
60%
70%
80%
90%
100%
0 20 40 60 80 100 120 140
Annual Agent Training Hours
Ag
en
t S
ati
sfa
cti
on
59 © MetricNet, LLC, www.metricnet.com
HR
40%
50%
60%
70%
80%
90%
100%
Ag
en
t Jo
b S
ati
sfa
cti
on
Agent Satisfaction with Career Path Agent Satisfaction without Career Path
Average = 72.3%
Average = 80.7%
Career Path Also Drives Agent Job Satisfaction
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HR
61 © MetricNet, LLC, www.metricnet.com
4
3
2
1
Customer
Enthusiasm
Market Your Help Desk!
Strategy
Human Resources
Metrics
Marketing
Model
Component Description
1. Strategy Focus on end-
user productivity
and TCO
2. Metrics
Metrics are used
holistically and
diagnostically
3. HR
Life-Cycle
management of
Human
Resources
4. Marketing Actively manage
stakeholder
perceptions
62 © MetricNet, LLC, www.metricnet.com
Perception vs. Reality
LOWER COST HIGHER ACTUAL VALUE
PE
RC
EIV
ED
VA
LU
E
HIGHER
LOWER
Perceived Value > Actual Value
Perceived Value < Actual Value
Marketing
Where Does Your Help Desk Operate?
LOWER COST HIGHER ACTUAL VALUE
PE
RC
EIV
ED
VA
LU
E
HIGHER
LOWER
Perceived Value > Actual Value
Perceived Value < Actual Value
A Common (but
Dangerous) Operating
Position
Marketing
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Operational Effectiveness First!
LOWER COST HIGHER ACTUAL VALUE
PE
RC
EIV
ED
VA
LU
E
HIGHER
LOWER
Perceived Value > Actual Value
Perceived Value < Actual Value
#1 Operational
Effectiveness
#2 B
ran
d
Man
ag
em
en
t
Marketing
64 © MetricNet, LLC, www.metricnet.com
Closing the Perception vs. Reality Gap
LOWER COST HIGHER ACTUAL VALUE
PE
RC
EIV
ED
VA
LU
E
HIGHER
LOWER
Perceived Value > Actual Value
Perceived Value < Actual Value
Closing
the
Perception
Gap
Where you Should Be
Where you Are
Marketing
65 © MetricNet, LLC, www.metricnet.com
66 © MetricNet, LLC, www.metricnet.com
Image 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?
Marketing
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Key Success Factors in Help Desk Image Management
Messages Tim
ing
Timing
Frequent Contact
• New employee orientation
• At session log-in
• During training
• During the incident
• At scheduled sessions
Messages
Multiple Messages • Services
• Major initiatives
• Performance Levels
• FAQ’s
• Success Stories
Channels
Use All Available
• Log-in messages
• Newsletters
• Reference Guides
• Asset tags
• Surveys
• User Liaisons
Marketing
Tim
ing
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Why are We Doing This?
We’ve all heard the expression…
“Expectations Not Set…
are Expectations Not Met!
So, let’s get serious about proactively managing
expectations!
Marketing
© MetricNet, LLC, www.metricnet.com 69
Marketing
84%
47%
31%29%
22%19%
8%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Service Desk Desktop
Support
Network
Outages
VPN Training Enterprise
Applications
Desktop
Software
Factors Contributing to IT Customer Satisfaction
% S
ayin
g V
ery
Im
po
rtan
t
n = 1,044
Global large cap companies
Survey type: multiple choice
3 responses allowed per survey
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
What Drives Customer Satisfaction with IT?
Marketing
70 © MetricNet, LLC, www.metricnet.com
71 © MetricNet, LLC, www.metricnet.com
Marketing Summary
Managing the gap between perception and reality is fairly
straightforward
It doesn’t take a lot of time, or cost a lot of money
But it is critically important
The success of your help desk 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
Marketing
A Call to Action:
Your Opportunity to Excel!
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A Mandate for Action!
Four Simple Steps
1. Strategy
2. Metrics
3. Human Resources
4. Marketing
4
3
2
1
Customer
Enthusiasm
Strategy
Human Resources
Metrics
Marketing
74 © MetricNet, LLC, www.metricnet.com
1. Think Strategically
Focus on adding
value
Proactive/Preventive
Understand TCO
Emphasize First
Level Resolution
Recognize how
value is created
4
3
2
1
Customer
Enthusiasm
Strategy
Human Resources
Metrics
Marketing
Strategy
75 © MetricNet, LLC, www.metricnet.com
2. Performance Measurement
Diagnostic use of
KPI’s
Small number of KPI’s
Balanced scorecard
Benchmarking
Understand key
correlations
4
3
2
1
Customer
Enthusiasm
Strategy
Human Resources
Metrics
Marketing
Metrics
76 © MetricNet, LLC, www.metricnet.com
3. Human Resource Management
Holistic approach to
Human Resources
Invest in agent
training and
development
Career pathing
Coaching and
feedback
Formal retention
strategies
4
3
2
1
Customer
Enthusiasm
Strategy
Human Resources
Metrics
Marketing
HR
77 © MetricNet, LLC, www.metricnet.com
4. Marketing
Actively manage
your brand
Perception vs.
reality
Help desk as
driver of IT
perceptions
Communicate
value
4
3
2
1
Customer
Enthusiasm
Strategy
Human Resources
Metrics
Marketing
Marketing
78 © MetricNet, LLC, www.metricnet.com
The Bottom Line on Help Desk Best Practices
The Help Desk is now being managed as a strategic asset within the
enterprise
One that can reduce the overall cost of IT…
Dramatically improve the productivity of end-users…
And drive high levels of Customer Satisfaction for all of IT
Strategic Help Desks have a number of success factors in common
1. Integrated into the IT value chain
2. An understanding of the economics of Help Desk TCO
3. Active efforts to maximize First Contact, and First Level resolution rates
4. Use performance metrics diagnostically, and benchmark annually
5. Invest in agent training, coaching, and career pathing
6. Have active internal marketing efforts
7. And aggressively promote and communicate help desk value
Four Easy Ways to Get Started
4
3
2
1
Customer
Enthusiasm
Measure
Diagnose
Prescribe
Implement
Four Suggestions
to Get Started!
1. Register for Future MetricNet
Webcasts
2. Schedule a Free Consultation
Session with MetricNet
3. Download MetricNet’s Best
Practices Whitepapers
4. Sign up for a MetricNet
Service Desk Benchmark
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Participate in a FREE 30 Minute Consultation Session!
MetricNet offers free Help Desk consultation sessions
For webcast attendees only
30 minutes of dialogue with MetricNet Help Desk experts
You will receive an invitation from MetricNet to sign up for a free session
Or, you can contact MetricNet to schedule your free consulting session
703-992-8160 or…
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Download MetricNet’s Best Practices Whitepapers
Download at www.metricnet.com
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zenofsupport.com
Or go to our Zen Downloads page:
Help Desk
Sign Up for MetricNet’s Service Desk Benchmark
The Service Desk Performance BenchmarkTM
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You Can Reach MetricNet…
By Phone…
703-992-7559
On Our Website…
www.metricnet.com
Or E-mail us…
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Question & Answer
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Thank You!
We look forward
to serving you!
About MetricNet:
Your Benchmarking Partner
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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 Help Desk Institute.
Your Presenter: Jeff Rumburg
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Benchmarking is MetricNet’s Core Business
Call Centers
Telecom
Information
Technology
Satisfaction
Technical Support
Customer Service
Telemarketing/Telesales
Collections
Service Desk
Desktop Support
Field Support
Price Benchmarking
Customer Satisfaction
Employee Satisfaction
24 Years of Service Desk Benchmarking Data
More than 1,900 Service Desk Benchmarks
Global Database
30 Key Performance Indicators
Nearly 80 Industry Best Practices
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Meet a Sampling of Our Clients
MetricNet Conducts benchmarking for Help Desks worldwide,
and across virtually every industry sector.
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You Can Reach MetricNet…
By Phone…
703-992-7559
On Our Website…
www.metricnet.com
Or E-mail us…
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Thank You!
We look forward
to serving you!