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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



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


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


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


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


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


POLLING QUESTION

A Model for Help Desk Best Practices:

Strategy, Metrics, Human Resources, Marketing!



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


The Strategic Help Desk

Model



user productivity

and TCO

2. Metrics

Metrics are used

holistically and

diagnostically

3. HR

Life-Cycle

management of

Human

Resources


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

© MetricNet, LLC, www.metricnet.com


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


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


Support Has an Opportunity to Minimize TCO

Strategy


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


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


Strategy


4

3

2

1

Customer

Enthusiasm

Performance Measurement and Management

Strategy

Human Resources

Metrics

Marketing

Model



user productivity

and TCO

3. Metrics

Metrics are used

holistically and

diagnostically

2. HR

Life-Cycle

management of

Human

Resources


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



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


The Dilemma with Help Desk KPI’s

Lots and Lots of data

But not enough analysis…

Not enough Insight…

And not enough Action!!

Metrics


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


Call Quality


Agent Occupancy

Annual Agent Turnover

Daily Absenteeism



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



KPI’s: Which Ones Really Matter?

Cost per Contact Cost

Productivity

Quality

Call Handling

Agent Utilization



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!

http://www.metricnet.com/

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


Metrics

30 © 2012 MetricNet, LLC, www.metricnet.com

Balanced Scorecard Benchmark


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


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!



POLLING QUESTION


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!



The Foundation Metrics: Cost and Quality

Cost per Contact

(Efficiency)


(Effectiveness)

Metrics


Agent Utilization and First Contact Resolution Rate

Cost per Contact Customer Satisfaction

Agent

Utilization

First Contact

Resolution

Metrics


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


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


Service Levels: ASA and Abandonment Rate


Agent

Utilization

First

Contact

Resolution

Training Hours Scheduling

Efficiency

Service Levels:

ASA and AR

Metrics


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


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


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


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


Training Hours Impact First Contact Resolution Rate


Agent

Utilization

First

Contact

Resolution

Training Hours Scheduling

Efficiency

Service Levels:

ASA and AR

Metrics


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


Fir

st

Co

nta

ct

Res

olu

tio

n R

ate

Metrics


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


Fir

st

Co

nta

ct

Res

olu

tio

n R

ate

Metrics


Agent Satisfaction


Agent

Utilization

First

Contact

Resolution

Agent

Satisfaction

Training Hours

Absenteeism/

Turnover

Scheduling

Efficiency

Service Levels:

ASA and AR

Metrics


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


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


Cause and Effect of Primary KPI’s


Agent

Utilization

First

Contact

Resolution

Agent

Satisfaction

Training Hours

Absenteeism/

Turnover

Scheduling

Efficiency

Service Levels:

ASA and AR

Metrics


Training Hours Drive Agent Satisfaction

40%

50%

60%

70%

80%

90%

100%

0 20 40 60 80 100 120 140


Ag

en

t S

ati

sfa

cti

on

Metrics


A Summary of the Major KPI Correlations


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


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!




Question & Answer


4

3

2

1

Customer

Enthusiasm

Human Resource Management

Strategy

Human Resources

Metrics

Marketing

Model



user productivity

and TCO

2. Metrics

Metrics are used

holistically and

diagnostically

3. HR

Life-Cycle

management of

Human

Resources


stakeholder

perceptions


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


A Summary of the Major KPI Correlations


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


Ag

en

t S

ati

sfa

cti

on


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


HR


4

3

2

1

Customer

Enthusiasm

Market Your Help Desk!

Strategy

Human Resources

Metrics

Marketing

Model



user productivity

and TCO

2. Metrics

Metrics are used

holistically and

diagnostically

3. HR

Life-Cycle

management of

Human

Resources


stakeholder

perceptions


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?


PE

RC

EIV

ED

VA

LU

E

HIGHER

LOWER



A Common (but

Dangerous) Operating

Position

Marketing


Operational Effectiveness First!


PE

RC

EIV

ED

VA

LU

E

HIGHER

LOWER



#1 Operational

Effectiveness

#2 B

ran

d

Man

ag

em

en

t

Marketing


Closing the Perception vs. Reality Gap


PE

RC

EIV

ED

VA

LU

E

HIGHER

LOWER



Closing

the

Perception

Gap

Where you Should Be

Where you Are

Marketing



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


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


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


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



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!



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


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


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


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


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


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


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…

[email protected]


mailto:[email protected]

Download MetricNet’s Best Practices Whitepapers

Download at www.metricnet.com


zenofsupport.com

Or go to our Zen Downloads page:

Help Desk

Sign Up for MetricNet’s Service Desk Benchmark

The Service Desk Performance BenchmarkTM


You Can Reach MetricNet…

By Phone…

703-992-7559

On Our Website…

www.metricnet.com

Or E-mail us…

[email protected]



mailto:[email protected]?subject=Benchmarking%20Information%20Request


Question & Answer


Thank You!

We look forward

to serving you!

About MetricNet:

Your Benchmarking Partner


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



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


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


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…

[email protected]


mailto:[email protected]?subject=Benchmarking%20Information%20Request


Thank You!

We look forward

to serving you!

Free Help Desk Training Series | Help Desk Best Practices | MetricNet Certified

Business

Transcript of Free Help Desk Training Series | Help Desk Best Practices | MetricNet Certified