Free Service Desk Training Series | Unlocking The Hidden Value of Service Desk KPI Correlations | MetricNet Certified

Unlocking the Hidden Value
of KPI Correlations

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

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

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%
HelpDeskBudgetasa%ofTotalITSpend
1988 1996 2000 2004 20081992
0.7%
1.4%
1.8%
3.3%
4.0% 4.3%
A 6 Fold Increase in Help Desk Budgets!

Four of the Most Important Industry MegaTrends
1. The Holistic Use of KPI’s: The Hidden Value of KPI
Correlations
 Today’s Topic!
2. Customer Satisfaction: The Metric that Matters Most
 Session 407: Wednesday at 10am
3. Striking the Right Balance: Cost vs. Quality in IT Support
 Session 501: Wednesday at 11:15 am
4. Image Management: Successfully Marketing Your Help
Desk
 Session 603: Wednesday at 2:45 pm

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!

4
3
2
1
Customer
Enthusiasm
Industry MegaTrend: The Holistic Use of KPI’s
Measure
Diagnose
Prescribe
Implement
Model
Component Description
1. Measure
Measure help
desk
performance on
an ongoing basis
2. Diagnose
Benchmark
performance and
conduct a gap
analysis
3. Prescribe
Define actions to
close the gap
4. Implement
Implement your
action plan and
improve
performance

The Most Common Help Desk KPI’s
 Cost/contact
 First Level Resolution Rate
 % Escalated Level 1
Resolvable
Cost Productivity
Service Level
Quality
Call HandlingAgent
 Average speed of answer
(ASA)
 Call abandonment rate
 % answered within 30 sec
 Average queue time
 Average hold time
 Average time to abandon
 Percent of calls blocked
 Contacts/agent-month
 Agent utilization
 Customer Satisfaction
 First Contact Resolution Rate
 Call Quality
 Agent Occupancy
 Agent Turnover
 Absenteeism
 Training hours
 Agents as % of Total FTE’s
 Schedule Adherence
 Agent tenure
 Agent Satisfaction
 Call handle time
 Talk time
 After Call Work Time
 First contact resolution rate
 IVR completion rate
 Percent of calls transferred
And there are hundreds more!!

But Which Ones Really Matter?
 Cost/contactCost
Productivity
Quality
Call Handling
 Agent utilization
 Customer satisfaction
 First contact resolution rate
Agent  Agent Satisfaction
Request a copy of MetricNet’s whitepaper on Help Desk Performance Metrics.
Aggregate  Balanced scorecard
TCO  First Level Resolution Rate

The Foundation Metrics: Cost and Quality
Cost/Contact
(Efficiency)
Customer Satisfaction
(Effectiveness)

10© MetricNet, LLC, www.metricnet.com 10
Cost and Quality: Nothing Else Matters!
Lower Cost
Cost (Efficiency)
Quality(Effectiveness)
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

Cost/Contact
CustomerSatisfaction
HigherLower
Higher
A World-Class Help Desk
An “Average” Help Desk
BEST-IN-CLASS
PERFORMANCE CURVE
AVERAGE PERFORMANCE CURVE
Cost and Quality: The Two Foundation Metrics

Agent Utilization and First Contact Resolution Rate
Cost/Contact Customer Satisfaction
Agent
Utilization
First Contact
Resolution

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

First Contact Resolution Drives Customer Satisfaction
20%
40%
60%
80%
100%
20% 40% 60% 80% 100%
First Contact Resolution

Service Levels: ASA and Abandonment Rate
Agent
Utilization
First
Contact
Resolution
Training Hours
Scheduling
Efficiency
Service Levels:
ASA and AR

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

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

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

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

Training Hours Impact First Contact Resolution Rate
Agent
Utilization
First
Contact
Resolution
Training Hours
Scheduling
Efficiency
Service Levels:
ASA and AR

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

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
Veteran Agent Training Hours
FirstContactResolutionRate

Agent Satisfaction
Agent
Utilization
First
Contact
Resolution
Agent
Satisfaction
Training Hours
Absenteeism/
Turnover
Scheduling
Efficiency
Service Levels:
ASA and AR

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

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

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

Training Hours Drive Agent Satisfaction
40%
50%
60%
70%
80%
90%
100%
0 20 40 60 80 100 120 140
Veteran Agent Training Hours
AgentSatisfaction

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

First Level Resolution Drives Total Cost of Ownership
Support Level
Cost per Incident
Resolved
Vendor
Desktop Support
Field Support
(inside company)
Level 2
(outside help desk)
Help Desk
$466
$138
$62
$41
$24

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
Putting it All Together: Benchmarking Case Study
Request a copy of MetricNet’s whitepaper on Help Desk Benchmarking.

Benchmarking Performance Summary
Request a copy of MetricNet’s whitepaper on Benchmarking Peer Group Selection.
Min Median Average Max
Cost/Contact $28.17 $6.59 $22.56 $22.96 $38.44
Cost/Minute of Handle Time $2.66 $1.22 $2.00 $1.96 $2.95
Contacts/Agent-Month 429 373 487 504 699
Agent Utilization 46.7% 25.9% 53.9% 53.1% 71.1%
Average Speed of Answer (ASA) in seconds 18 12 34 45 187
Percent Answered in 30 Seconds or Less 86.6% 36.5% 71.3% 72.1% 100.0%
Call Abandonment Rate 2.9% 1.4% 7.6% 8.1% 25.2%
Call Quality 68.4% 43.8% 75.8% 79.9% 94.5%
Customer Satisfaction 63.0% 41.9% 75.5% 79.0% 96.6%
Annual Agent Turnover 29.5% 1.7% 26.4% 31.7% 94.0%
Daily Absenteeism 19.2% 0.1% 13.0% 13.2% 29.8%
New Agent Training Hours 36 20 69 79 241
Ongoing Agent Annual Training Hours 12 0 20 34 130
Agent Satisfaction (% satisfied or very satisfied) 71.0% 33.8% 70.1% 75.4% 94.5%
Agents as a Percent of Total FTE's 77.9% 57.1% 69.3% 70.5% 88.4%
Contact Handle Time (min:sec) 12:41 2:47 9:34 11:18 19:55
First Contct Resolution Rate 51.3% 45.4% 67.8% 71.2% 94.1%
IVR Completion Rate 6.7% 0.0% 18.9% 22.0% 44.8%
Metric
Type Key Performance Indicator (KPI)
Your
Score
Peer Group
Agent
Call Handling
Cost
Productivity
Service Level
Quality

Closing the Cost Gap
KPI
Performance
Target
Key
Drivers
Performance
Target Best Practice Prescription
Cost
per
Contact
Varies
Agent
Utilization
60%
 Improve workforce scheduling practices
 Establish agent utilization goal
 Eliminate back shift if appropriate
Average
Speed of
Answer
45 sec
 Increase ASA service level target if
appropriate
Call
Abandon
Rate
6%  Increase Call Abandon target if appropriate
Call Handle
Time
Varies  Provide additional agent training
IVR
Completion
Rate
Varies
 Re-architect the IVR to drive more volume
through the agent-less channel

Closing the Customer Satisfaction Gap
KPI
Performa
nce
Target
Key
Drivers
Performance
Customer
Satisfaction
90+%
First Contact
Resolution
Rate
70% - 80%
 Establish an FCR goal
 Provide additional agent training
 Establish FCR as a key objective
Agent
Satisfaction
85%
 Define Agent Career Path
Call Quality 90+%
 Establish a Call Quality target
Customer
Service Soft
Skills
Varies  Provide additional agent training

Closing the First Contact Resolution Gap
KPI
Performance
Target
Key
Drivers
Performance
First
Contact
Resolution
Rate
80%
New Agent
Training
Hours
200+ hours
 Establish an FCR target
Veteran
Agent
Training
Hours
100+ hours
 Establish an FCR target
Call
Quality
90+%
 Establish a Call Quality target
Knowledge
Mgmt.
Varies  Maintain a solutions knowledgebase

Closing the Agent Satisfaction Gap
KPI
Performance
Target
Key
Drivers
Performance
Agent
Satisfaction
80%
New Agent
Training
Hours
200+ hours
 Provide additional training opportunities for
new agents
Veteran
Agent
Training
Hours
100+ hours
 Provide additional training opportunities for
veteran agents
Career
Path
Varies  Document agent career path alternatives
Coaching/
Feedback
Monthly  Provide monthly, one-on-one coaching
Rewards &
Incentives
Monthly
 Offer monthly rewards and incentives
 Monetary as well as non-monetary

Some Final Thoughts
 A small number of KPI’s – keep it simple
 The 80/20 rule – Less is More!
 Remember the KPI Hierarchy
 Cost and Quality First
 Followed by Agent Utilization and First Contact Resolution
 All KPI’s are interconnected
 Learn the underlying drivers of each KPI!
 Think of the KPI’s as Levers that you Control
 Pull the right levers, and you will achieve the desired outcomes!

Other Best Practices Presentations by MetricNet
1. Customer Satisfaction: The Metric That Matters
Most: Session 407: Wednesday at 10am
2. Striking the Right Balance: Cost vs. Quality in IT
Support: Session 501: Wednesday at 11:15am
3. Image Management: Successfully Marketing Your
Help Desk: Session 603: Wednesday at 2:45 pm

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

Free Service Desk Training Series | Unlocking The Hidden Value of Service Desk KPI Correlations | MetricNet Certified

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