2. Agenda
Two main topics that are getting a lot of
attention in the marketplace
Continual Service Improvement
– How do I get started?
– Some low-hanging fruit: First Contact
Resolution
Customer Satisfaction
– How it relates to traditional SLAs and
traditional measurement and management
within your business
– Do I need all those reports?
– How does self-service tie into this?
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3. Who is Technisource?
National Technology Talent and Services Provider
Leading service desk provider for 20 years!
3.5 million interactions handled per year
1.5 millions users supported per year
2011 HDI Team Excellence Award Winner
4. Continual Service Improvement Defined
Activities and processes to improve the
quality of services
Improve effectiveness and efficiency of
IT services to better meet business
needs
– Effectiveness
• Reduce number of errors
• Increase FCR
– Efficiency
• Reduce time to resolve or repair
• Move resolution to a lower cost point
• Handle increased workload with same
resources
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5. Business Measurable Outcomes for CSI
Improve Business Productivity
– Increase FCR
– Reduce cycle time to repair/configure hardware/software
Increase Customer Satisfaction
– Users want to have the best experience possible
Innovation
– Process
– Technology
Reduce Cost of Support
– “Shift Left” philosophy
– Improve efficiencies
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6. Deming P-D-C-A Cycle
• “Father” of Continual Service Improvement
• Simple Process (Easy to communicate)
Steps & Objectives
PLAN – Strategies, Processes or
Procedures for Improvements
DO – Implementation
CHECK – Analysis of incidents, Service
Request or Problems. Validate results
ACT– Standardization or Consistent
Process
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7. Continual Service Improvement Model (ITIL)
What is the Business vision, mission,
vision? goals and objectives
Where are we Baseline
now? assessments
Where do we Set measurable &
want to be? achievable targets
How do we get Service & process
there? improvement action
Did we get Measurement &
there? metrics
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8. Where to begin?
Start with your Key Performance Indicators
– What are they? Are you satisfied with where they are?
Use reports to identify trends from your KPIs
– First Contact Resolution (FCR)
– Escalated Incidents
– Top Ten Incidents
Root Cause Analysis
– What’s causing this?
Change Management meetings
Client meetings
Team meetings
9. FCR is a great place to start!
“SHIFT LEFT” STRATEGY
FCR Improvement has
business power: Knowledge Management
– Maintain or Reduce
Support Costs Service Desk
– Enhance Business Desktop Support
Productivity
– Value Creation Shift Left
Opportunities
Increasing Support Costs & Impact
10. Demonstrating Results from Improving FCR
What if you could increase FCR Month Annually
FCR increases to: 60% 75%
FCR Total Improvement: 10% 25%
Additional Calls Removed 100 1,500
Additional Business Productivity (hours) 100 1,500
Business Productivity Savings 2,500 37,500
Support Cost Savings 2,500 37,500
Customer Satisfaction Improvement 1% 6%
FCR Increase vs. Production &
Savings
68% 4,500
4,000
66%
3,500
64% 3,000
2,500
62%
2,000
60% 1,500
1,000
58%
500
56% 0
1 2 3 4 5
FCR Business Productivity Cost Savings
12. CSI Keys to Success
Dedicated CSI “Owner”
– Independent from Service Desk
Executive Buy-in
Staff Buy-in
Good Baseline Data and Reporting
Benchmark Current State
– KPIs and Costs
Look for Small Wins First (Low Hanging Fruit)
– FCR, Customer Satisfaction
Communicate Success!
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13. Polling Question
What is the key area of metrics you focus
on today?
A. First contact resolution
B. End-to-end process times
C. Cost-per-interaction
D. Telephony Metrics
E. Customer Satisfaction
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14. Current Industry Trend
Customer Satisfaction is becoming a TOP focus area!
From HDI’s 2010 Customer
Satisfaction Benchmarking Report:
80% of support centers are
measuring customer satisfaction in
some fashion… 67% send incident-
based surveys to their customers
after closing incidents.
A large portion of the surveyed population wants to gain insight into their
customers’ perception, which suggests a growing awareness of the importance
of customer service in the technical support and service industry.
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15. What Technisource clients are saying
“We want to move the focus
onto the customer experience.”
“Customer Service MUST encompass the
end-to-end processes throughout IT support at all levels.”
“The statistics tell part of the story, the
customer tells us what really matters.”
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16. Legacy Metrics
Escalated Calls Average Handle Time
Time to Response Re-open Rate
Severity Levels Average Hold Time
Mean time to Repair Cost per interaction
First Call Resolution Acknowledge Rate
Abandon Rate Average Speed to
Customer Survey Answer
Scores Mis-routed Incidents
QA Scores AND MANY MORE…
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17. Today’s Key Metrics
Customer Satisfaction and First Contact Resolution
– Tightly coupled metrics: Industry data confirms that
higher FCR leads to higher customer satisfaction
(source: MetricNet)
– FCR drives other important metrics:
• Reduces overall TCO for IT
• Reduces end user calls for status thus enhancing Service
Desk telephony metrics
• Frees Level 2/3 resources to be more strategic
• Leads to better Service Desk usage which frees the
“informal” support network
• Enhances end user productivity by getting them back to
task more quickly
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18. Reports by “Consumer’s” Role
Role Metrics Presented
Company Executives Customer Satisfaction
Cost per Contact
First Contact Resolution
Support Customer Satisfaction
Director/Manager First Contact Resolution
Cost per Contact
Operational Metrics (ASA, Abandon, Talk Time, etc.)
Business Unit Liaison Customer Satisfaction
First Contact Resolution
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19. Why is Customer Satisfaction so important?
The Service Desk is:
– the primary and sometimes ONLY face of IT to end user
– a reflection of IT department’s overall health to end user
– IT’s leader in the chain for “first impressions are lasting
impressions”
Consumerization shows users various points of
comparison and options for support
Can enhance user compliancy with IT procedures
Encourages usage of Level 1 vs. more expensive
and/or informal support channels
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20. Polling Question
What type of self-service do you provide today?
A. Self-entry of ticket/incident
B. Self-help knowledge
C. Both
D. Neither
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21. What about self service?
What is self-service?
– Self-submit ticket entry
– Knowledge that users can access to solve their own issues
Use carefully or risk backlash
– Risky when used as a cost containment model ONLY
– Highly effective as supplement to traditional Service Desk
– Cannot be an afterthought
• Requires dedicated focus to create/maintain user friendly
and time tested knowledge
• The tool is important in shaping user perceptions
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22. Demographics for self-service
Current Service Desks need multiple modalities of
access:
– “Millenials” are joining the workplace in large numbers
and they are highly connected, tech savvy, and want self
service options
– Gen-Xers are already here in large numbers and are also
very self-reliant, and tend to prefer self-service
– Baby Boomers, still in the workplace, and currently
extending their careers due to the economy, want
personal (telephone) interaction
– Highly technical individuals (engineers, scientists, IT
personnel) tend to want options dependent upon the
situation
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23. Metrics to have if you are having only a few
FCR
– Find “low hanging fruit”
– Demonstrate cost savings
– Demonstrate customer satisfaction gains
– Communicate success!
Customer Satisfaction
– Use Incident based user surveys
– Follow-up on negative feedback
– Correlate to FCR improvements
– Compare results for full-service and self-service
– Communicate success!
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24. More info on Continual Service Improvement
See Ken Hayes’ article in the September/October
2011 issue of HDI’s SupportWorld magazine
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