Presented by: Tim DeweyCEO, B Virtual Inc.

www.bvirtualinc.comwww.bvirtualinc.com

• Is Support Aligned with the Business?

• Current Challenges in Support

d h• Management & IT Leadership Perspective

• Changing Landscape of Support

• The Virtual Support Centero Benefitso Challengeso Solutions

Are you constrained by cost pressures?

Does the business still believe you provide value to the organization?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”

Is IT aligned with the business?Is IT aligned with the business?

Business expectations for IT focus on improving current operations and 

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Business expectations

Ranking 2010 2009 2008 2007 2006 2012

Ranking of Business Priorities CIO's selected as one of their top 5 priorities

performance

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 5 4 2 3 3 3Attracting 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 10 9 7 * 11Expanding current customer relationships 10 9 7 * 11* New questionGartner: Meeting the Challenge: The 2010 CIO Agenda, January 2010

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 serviceScalable model that meets demand in service• Need flexibility to scale up or down with cost benefits• Business Continuity that provides high availability

L i ti t h l i t t f tLeverage existing technology investments for support• Extend virtualized technology to support• Optimize infrastructure and investments to transform support

The ChangingThe ChangingWWorkforceorkforce

43% of U.S. workers will be telecommuting by 2016

WWorkforceorkforce

be telecommuting by 2016

Today’s college graduates will hold14 j b b h i hjobs by the time they are 38

Over 40% of workers willOver 40% of workers will be contractors by 2016

2009 HDI Survey

IT Support must transform as the businessdoes

• 30% of the global workforce will be mobile by 2011• 30% of the global workforce will be mobile by 2011• Virtualization of technology should include support

Service performance can be enhancedh d l d l• Higher productivity exists in virtual models

• 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 gymore cohesive support team

69%

48%

45%

Using at‐home agents

Biggest Drivers25%

41%

48%Considering at home agents

6%

11%

7%Not using or considering at‐home agents

9 A 9 S 9 N

Knowlagent November 2009: At Home Agent Management

9‐Apr 9‐Sep 9‐Nov

Best practice approach to a remote model of supportremote 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

f• Performance management

• Virtual Support Professional productivity increaseof 10-30% (LiveOps 2008)

• Reduction of turnover-10% for Virtual Support Professionals, versus 25-35% (LiveOpsversus 25 35% (LiveOps 2008)

• Virtual Support Professionals can reduce carbonreduce 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)20% (B Virtual 2008 2009)

10. Going Green9. Reduced cost for facilities & overhead8. Leverage existing technology to extend support7. Reduced commuting time and costs7. Reduced commuting time and costs6. Source language skills where they exist5. Hire the most qualified resources4 Work life balance enhanced4. Work life balance enhanced3. Reduced turnover2. Increased productivity1. “It’s the economy stupid….”

Areas youAreas you want to considerwant to consider before establishing abefore establishing aAreas youAreas you want to considerwant to consider before establishing a before establishing a Virtual Support CenterVirtual Support Center

Recruiting

Technology

ManagementManagement

Legal & HR

Recruiting the most qualifiedVirtual Support Professionals

• Virtual Profile• Virtual Profile• You own team may not be

candidates!

New hire orientation• Your “Virtual 1st day orientation”• Onsite-training

Leveraging technology to trainVirtual Support Team

• E Learning• E-Learning• Live instructor led• Consider onsite or satellite training

SaaS • ACD/IVR

technology platform

Interaction Technology • Email

• Chat

platformInteraction

Management

• Incident Management

• Call trackingCall tracking• CRM

Content Management

• Knowledge Stores• Collaboration

P f• Supervision

Performance Management • Reporting

• Training

Performance Management foPerformance Management for the Virtual Support r the Virtual Support CenterCenter

Benchmarking • Against existing team• Benchmark KPI’sBenchmark KPI s• Costs

Reporting & review• Asset Velocity • Measure and coach• Measure and coach –

Provide scheduled feedback

Customer satisfactionMeasure Service Levels• Measure Service Levels of remote team

• Customer satisfaction can be tied to employee satisfaction

Daily Interaction• Interact more with team• Daily checklists• Team activities

Human ResourcesHuman Resources & legal considerations& legal considerations

Career path• Job opportunities• Career progression• Career progression

Employment agreements• Polices and procedures in

a Virtual Support CenterWorkplace requirements• Workplace requirements, including ergonomics & site visits

• Background checks

Connection to HRConnection to HR• Remaining “connected with

HR”• Virtual visibility

Change in statusChange in status• Termination process• Recapture process

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 expandedSkilled 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• Well qualified and high performing

employees enjoying a positive work-life balance

• Happier support team = Higher customer satisfaction!satisfaction!

The future of Help DeskThe future of Help Desk… … The future of Help DeskThe future of Help Desk… …

The B Wyze Group of The B Wyze Group of

Companies’

Leading IT Service and Support throughLeading IT Service and Support through Innovation and Partnerships

Bringing Your IT Help Desk HomeBringing Your IT Help Desk Home

eLearning InnovationseLearning Innovations

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