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

Help Desk Best Practices
The Road to World Class Performance!
MetricNet Best Practices Webcast Series

If You Need to Reach Us During the Presentation
E-mail us at: info@metricnet.com
Or
Call us at: 202-321-5760
1© MetricNet, LLC, www.metricnet.com

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 HigherLower
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
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
© 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
ProductiveHoursLostperEmployeeperYear
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 Quartile
Support 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
%SayingVeryImportant
 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
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 HandlingAgent
 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%)
IncreasingValue!
Metrics

Some Common Help Desk KPI’s
 Cost per Ticket
 First Level Resolution Rate
Cost
Service Level
Quality
Call HandlingAgent
 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
 Agents as % of Total
FTE’s
 Call Quality
 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

KPI’s: Which Ones Really Matter?
 Cost per ContactCost
Productivity
Quality
Call Handling
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
HelpDeskBalancedScore
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%
BalancedScores
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 Max
Cost/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)
Customer Satisfaction
(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
CostperContact
Metrics

First Contact Resolution Drives Customer Satisfaction
20%
40%
60%
80%
100%
20% 40% 60% 80% 100%
First Contact Resolution
CustomerSatisfaction
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)
CostperContact
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
CostperContact
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
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
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
New Agent Training Hours
FirstContactResolutionRate
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
Annual Agent Training Hours
FirstContactResolutionRate
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
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
AnnualTurnover
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
AgentSatisfaction
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 Max
Cost/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
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

Best Practices: Human Resources
Human Resources:
Best Demonstrated Practices
Affected KPI’s
Cost/Call
CustomerSat
Utilization
FirstCallRes
CallQuality
HandleTime
Turnover
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
AgentSatisfaction
HR

40%
50%
60%
70%
80%
90%
100%
AgentJobSatisfaction
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
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

Perception vs. Reality
LOWER COST HIGHERACTUAL VALUE
PERCEIVED
VALUE
HIGHER
LOWER
Perceived Value > Actual Value
Perceived Value < Actual Value
Marketing

Where Does Your Help Desk Operate?
PERCEIVED
VALUE
HIGHER
LOWER
A Common (but
Dangerous) Operating
Position
Marketing

Operational Effectiveness First!
PERCEIVED
VALUE
HIGHER
LOWER
#1 Operational
Effectiveness
#2Brand
Management
Marketing

Closing the Perception vs. Reality Gap
PERCEIVED
VALUE
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
Timing
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
Timing

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
%SayingVeryImportant
 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…
 info@metricnet.com

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…
info@metricnet.com

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.

You Can Reach MetricNet…
By Phone…
703-992-7559
On Our Website…
www.metricnet.com
Or E-mail us…
info@metricnet.com

Thank You!
We look forward
to serving you!

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

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Mehr von MetricNet

Mehr von MetricNet (19)

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

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

Hinweis der Redaktion