Upload
metricnet
View
780
Download
3
Tags:
Embed Size (px)
DESCRIPTION
MetricNet provides Benchmarks & Key Performance Indicators for Service Desks, Call Centers, & Desktop Support. Download our Whitepapers and Case Studies today. http://goo.gl/chk0K
Citation preview
Image Management:
Successfully Marketing Your Help Desk
1 © MetricNet, LLC, www.metricnet.com
20 Years of Help Desk Data
More than 1,300 Help Desk Benchmarks
Global Database
30 Key Performance Indicators
Nearly 80 Industry Best Practices
2 © MetricNet, LLC, www.metricnet.com
Then and Now: 20 Years of Benchmarking Metrics
Key Performance
Indicator
Industry Average Performance
1988 2008
Monthly Contacts per
End-User 0.79 1.81
Cost per Contact $9.57 $21.52
Average Handle Time 6:27 12:20
Resolved on First
Contact 35% 68%
Resolved at Level 1 39% 84%
Starting Agent Salaries
(2008 dollars) $27,280 $36,340
Help Desk Cost per
End-User per Year $97 $574
3 © MetricNet, LLC, www.metricnet.com
The 20 Year Trend in Help Desk Budgets
Help Desk budgets have grown from 0.7% to 4.3% of corporate IT spending over the last 20 years.
0.0%
1.0%
2.0%
3.0%
4.0%
5.0%
6.0%
Help
Desk B
ud
get
as a
% o
f T
ota
l IT
Sp
en
d
1988 1996 2000 2004 2008 1992
0.7%
1.4% 1.8%
3.3%
4.0% 4.3% A 6 Fold Increase in Help Desk Budgets!
4 © MetricNet, LLC, www.metricnet.com
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 goal of a
strategic help desk is to make
end users more productive
Help desk anticipates
problems and takes action to
prevent occurrence
A proactive mentality prevails
Users are given tools to solve
their own problems
Call volume sometimes
declines at this stage
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 Transitional Stage Strategic Stage
The Help Desk Evolution
5 © 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?
6 © MetricNet, LLC, www.metricnet.com
Three of the Most Important Industry MegaTrends
1. The Holistic Use of KPI’s: The Hidden Value of
KPI Correlations
Yesterday’s Session
2. Striking the Right Balance: Cost vs. Quality in IT
Support
Earlier Today
3. Image Management: Successfully Marketing Your
Help Desk
This Session!
7 © MetricNet, LLC, www.metricnet.com
Six-Part Model for Help Desk Best Practices
Customer
Enthusiasm
Strategy
Human Resources
Process Technology
Performance Measurement
Stakeholder Communication
Model
Component Overview
Letter
Grade
Strategy Defining Your
Charter and Mission C+
Human
Resources
Proactive, Life-cycle Management of
Personnel C-
Process and
Procedure
Expeditious
Delivery of
Customer Service B+
Technology Leveraging People
and Processes C
Performance
Measurement
A Holistic Approach
to Performance
Measurement D+
Stakeholder
Communication
Proactively
Managing
Expectations D-
8 © MetricNet, LLC, www.metricnet.com
The Fundamental Issue: Perception ≠ Reality
LOWER COST HIGHER ACTUAL VALUE
PE
RC
EIV
ED
VA
LU
E
HIGHER
LOWER
Perceived Value > Actual Value
Perceived Value < Actual Value
9 © MetricNet, LLC, www.metricnet.com
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
10 © MetricNet, LLC, www.metricnet.com
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
11 © 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
Benchmarking Improves Operational Effectiveness
Request a copy of MetricNet’s whitepaper on Help Desk Benchmarking.
12 © MetricNet, LLC, www.metricnet.com
Operational Effectiveness: 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
Worst Case Best Case
Cost/Contact 25.0% $35.00 $6.00 $18.44 57.1% 14.3%
Customer Satisfaction 25.0% 60.0% 97.0% 73.2% 35.7% 8.9%
Agent Utilization 10.0% 30.0% 85.0% 51.7% 39.5% 3.9%
First Contact Resolution Rate 15.0% 25.0% 95.0% 68.3% 61.9% 9.3%
Agent Satisfaction 20.0% 34.6% 88.3% 74.0% 73.4% 14.7%
Average Speed of Answer (sec) 5.0% 140.0 10.0 52.0 67.7% 3.4%
Total 100.0% N/A N/A N/A N/A 54.5%
Metric
Score
Balanced
ScorePerformance Metric
Metric
Weighting
Benchmark
Performance Range Your Actual
Performance
12
13 © MetricNet, LLC, www.metricnet.com
Balanced Scorecard Summary*
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Help
Desk B
ala
nced
Sco
re
*The scores shown in the chart are based upon the performance metrics,
weightings, and data ranges shown on the previous page.
High 87.9%
Average ----- 51.1%
Median 50.6%
Low 17.5%
Your Score 54.5%
Key Statistics
Help Desk Balanced Score
14 © MetricNet, LLC, www.metricnet.com 14
But It’s Not Good Enough…To Be Good Enough!
Lower Cost Cost (Efficiency)
Qu
ality
(E
ffecti
ven
ess
)
Top Quartile
Efficient and Effective
Lower Quartile
Middle Quartiles
Effective but not Efficient
Middle Quartiles
Efficient but not Effective
Your Service Desk
Peer Group
Higher Cost
Lower
Quality
Higher
Quality
© MetricNet, LLC, www.metricnet.com
15 © 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
16 © 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?
17 © MetricNet, LLC, www.metricnet.com
IT Management
Key Stakeholder Groups
Help Desk
End Users/ Clients
Company Management
Help Desk Personnel
WHO?
18 © MetricNet, LLC, www.metricnet.com
Key Messages to Communicate
Services Provided
Hours of Operation
How to Access Service
Major Announcements
Performance Levels
Performance Improvement
Key Initiatives
Tips and Tricks
Basic How To’s
Success Stories!
WHAT?
No Information = Bad information
19
© MetricNet, LLC,
www.metricnet.com
20
Sample Help Desk Reference Guide
20
© MetricNet, LLC,
www.metricnet.com
21
Sample Help Desk Reference Guide
21
22 © MetricNet, LLC, www.metricnet.com
Communicate Your Performance Levels and Goals
80%
65%
$17.00
AGENT UTILIZATION
J F M A M J J A
FIRST CONTACT RESOLUTION
J F M A M J J A
COST PER CONTACT
J F M A M J J A
CUSTOMER SATISFACTION
J F M A M J J A
5%
80%
90%
CALL ABANDONMENT
J F M A M J J A
BALANCED SCORE
J F M A M J J A
COST PER CONTACT CUSTOMER SATISFACTION
FIRST CALL RESOLUTION RATE AGENT UTILIZATION
AGENT SATISFACTION CALL ABANDONMENT RATE
23 © MetricNet, LLC, www.metricnet.com
Communicate Your Successes!
24 © MetricNet, LLC, www.metricnet.com
Create a
balanced
scorecard
Document
agent career
path options
Define agent
performance
standards
Implement
call
monitoring
Communicate Your Plans for the Future
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
Document
call handling
standards
Begin
customer sat
surveys
Establish root
cause anal-
ysis program
Rewrite IVR
menus
Support Stage Transitional Stage Strategic Stage
25 © MetricNet, LLC, www.metricnet.com
Don’t Be Shy About Communicating Value!
Help Desk value models
Cost of Service
Money saved
End user productivity
Example: End User Productivity
2,600 end users generating 5,000 contacts per month
Help desk saves each end user an average of 1 hour 10 minutes
per contact
The equivalent of 5,833 productive hours saved per month
That’s 33.7 FTE’s per year…or more than 1% of payroll!
26 © MetricNet, LLC, www.metricnet.com
New
Employee
Orientation
Session
Log-In
During IT
Training
Courses
There are Many Opportunities to Manage Image
Brown Bag
Lunches
Help Desk
FAQ Site
Periodic
Newsletters
WHEN?
27 © MetricNet, LLC, www.metricnet.com
The Most Common Communication Vehicles
Where is IS failing to meet XXX needs?
Rank Fails Survey Question
1 - 22.1% 24. Availability of shared resources
2 - 16.2% 30. Your satisfaction with remote access services
3 - 14.7% 17. Continue using the IS Support Center
4 - 13.2% 28. Overall satisfaction with computing/network services
5 - 11.8% 21. The response to requested software changes
5 - 11.8% 29. Satisfaction with the current E-Mail services
7 - 10.3% 09. Current services provided by IS
8 - 8.8% 19. Developers understand your business requirements
9 - 8.8% 23. Reliability of business applications
10 - 7.4% 08. IS communication of products and services
10 - 7.4% 22. The response to requested enhancements
12 - 4.4% 07. IS value compared to the cost of services
12 - 4.4% 14. Value of IS Business Consultants
12 - 4.4% 20. Responsiveness to application maintenance requests
15 - 2.9% 12. Acquisition process for IT
15 - 2.9% 18. Applications provide the necessary functionality
12%
Avg.
2.9 % of XXX’s said issue18. failed to meet expectations.
Mean
for ALL
“fails”
Sort field
sequence
field
varriance
duplicate rank
Title of List
above
average
below
average
Selected Issues
WHERE/HOW?
Newsletters Brown Bag
Sessions Leave Behinds
Business Unit
Liaisons
Surveys Log-in Screens Webcasts FAQ Site
28 © MetricNet, LLC, www.metricnet.com
The Help Desk “Chief Communications Officer”
The role of communications in the help
desk should be clearly defined
The person(s) responsible for help desk
communications should designated
Drive the overall message
Coordinate help desk communication
Meet with key liaisons
This ensures accountability for the
communications function
And helps to drive a consistent message
across the organization
29 © MetricNet, LLC, www.metricnet.com
Summary: Success Factors in Help Desk Image Management
Messages T
imin
g
Timing
Frequent Contact • New employee orientation
• At 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
• User liaisons
• Newsletters
• Reference Guides
• Surveys
• Log-in messages
30 © MetricNet, LLC, www.metricnet.com
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!
WHY
31 © MetricNet, LLC, www.metricnet.com 31 © 2008 MetricNet, LLC, www.metricnet.com
32 © MetricNet, LLC, www.metricnet.com
What Drives End-User Perceptions of IT?
84%
47%
31% 29%22%
8%
0%
20%
40%
60%
80%
100%
Help Desk Desktop
Support
Network
Outages
Quality of
Desktop
Tools
(Hardware
and Software)
Quality of
Enterprise
Applications
IT Training
% S
ayin
g V
ery
Im
po
rtan
t
84% of end-users cite the help desk as a primary factor
in shaping their opinions of corporate IT
WHY
33 © MetricNet, LLC, www.metricnet.com
Some Final Thoughts
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
34 © MetricNet, LLC, www.metricnet.com
Upcoming MetricNet Webcasts
Register at www.metricnet.com
Unleashing the Enormous Power of Service
Desk KPI’s
Wednesday, April 15th, 2009 at 2:00 pm EDT
IT Customer Satisfaction Measurement
Tuesday April 21st, 2009 at 2:00 pm - 3:30pm
EDT
For more information on Industry Best Practices, please register for
MetricNet’s free upcoming webcasts