Improving Service Centre Performance

versaSRS HelpDeskquality of service

Improving the performance of your Service Centre

www.versaSRSHelpDesk.com


Improving Help Desk Performance with the Knowledge-Enabled Service Centre

The inefficient service centre:

• Long call wait times• Slow problem resolution• The ‘Dead Cat’ flick pass• Loss of productivity from unresolved technical issues• Frustrated staff on both ends of the line• High cost


Improving Help Desk Performance with the Knowledge-Enabled Service Centre

The model of efficiency

• Fixed On First Contact (FOFC)• No waiting• Fast and effective• Automated processes & remote management tools• Sharing the knowledge• Self service tools


The world of IT support:

• Challenging

• Frequently frustrating

• And sometimes, seemingly impossible.

New Platforms + Systems = New Skill Sets + Increased Call Volumes

Inefficient support centres fail to meet Service Level Agreements (SLAs), frustrate end users, and demoralise help desk staff and management.

The Service Centre’s mission

• to deliver high-quality• cost-efficient, and• timely problem resolution


Service Centre Support & Efficiency Level One Call Resolution Rate (FOFC)

Fast first-call problem resolution Happier users,Lower-cost support, andAchieving SLAs

Give service centre staff the tools and knowledge to resolve problems at the first point of contact.

A Help Desk solution is perhaps the most cost-effective means of improving first-call resolution rates with a minimum investment.


Two Options for End User Support

• Staffed Support Centre

• Technical professionals who are available by phone or by email • Real-time collaboration tools • One-to-one relationship between a support analyst and each problem presented• Call centre model• Inbound requests (tickets) are received from users

Level-1 agents attempt to resolve the issues or pass to Level-2 or Level-3.

The Service Centre usually:• Captures the end-user and problem information into a ticketing system• System then tracks all resolution efforts and centrally manages the information.

Resolving technical problems by telephone is time-consuming and expensive.


• Self-Service Portal

Self-support systems typically work by using one of several models to find answers:

• Questions and answers to navigate to a solution • A decision tree to find information about particular topics • A searchable Knowledge Base

• Tools allow users to troubleshoot, diagnose, and fix own technology problems.

• Logging of own service request tickets

• Checking status of existing tickets

• Search Knowledge Base / FAQ

• 24 x 7 availability

Shifts customer interfaces to lower cost mediums and empowers the Customer.


versaSRS HelpDesk Knowledge Base ….


Client Access Tool …


The same Knowledge Base articles available to Call Centre staff also available to end users through the intranet or internet.


Table 1: Self Service (“Level-0”) Cost Savings

Driver Metrics Est. Savings

Baseline Self- Service Portal Usage

• 10 Calls per day

• $25 per call

• $250 per day

• $5,000 per month

$60,000 Annually

Reduced Calls Because of User Self-Service

• 3,000 calls per month

• 3.5% reduction in overall calls

• Cost per call metric of $25

$32,000 Annually


Table 2: Support Centre Service Improvement

Driver Metrics Est. Savings

Call Resolution Speed Improvement

• Avg call length of 5-10 mins

• 36,000 calls per year

• 60% resolved using KB

• Cost per call: $25 Tier-1

$30,000 Annually

Reduction in Escalated Calls

• 50% reduction in call escalation for calls that are solved at Tier-1

• Cost per call $75 Tier-2

$34,000 Annually


Build it or buy it?Deciding how to automate your Help Desk

When considering a Service Request System:

• Developing Help Desk software in-house can work, you get exactly (?) what you want and can change it easily.

• If you have a choice, do your homework, find the best software company you can, and purchase what you need.

• Even better – buy from a vendor who is willing to tailor the system to your unique set of needs.


What Do You Get With A Purchased Product?

The short answer is ... a lot.

• Patches, updates and new features regularly released• Documentation• Purchase as modules – pay only for what you need• Not just Help Desk – Assets, CRM, Client Access• Support• Can other areas of my organisation use it?

(HR, Accounting, Records etc)


versaSRS HelpDesk


Summary

• Fix on First Contact Key to Success• Tools to do that

• Knowledge Base• Client Access Tools• Email Enabled Request System• Integrated CRM• Asset Management


versaSRS Help Desk – as used by:

BHP Billiton – WorldwideUniversity of Salzburg - AUSTRIA

Endevco Aerospace & Military - USANixon Technology Co. Ltd. – Hong Kong

Elephant Services Group – UKRoss Industries, Inc - USAIVR Technologies - USA

Applaud IT – AUSNewSpec - AUSGFi Asia Pacific

+ many more…


For more information regarding versaSRS Help Desk

Contact your local versaSRS HelpDesk representative

or

Visit our website at: www.versaSRSHelpDesk.com

• Download fully functional demo software• Apply for an online software demonstration• Download brochures, case studies & other resources

Contact us on: +61 8 8463 1914

or [email protected]

Improving Service Centre Performance

Technology

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