Performance and Costs Behind Staffing the Desk. A Helpdesk Health Check
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1 Performance and Costs Behind Staffing the Desk A Helpdesk Health Check
2 DATA SOURCES & INTRODUCTIONS COST ANALYSIS TICKET STATS ACD STATS MOTIVATING YOUR DESK Q&A [ AGENDA ]
3 [ DATA SOURCES ] Sample taken from 125,000 end users from 165 law firms with tickets from July 1 st 2013 June 30 th 2014 across a range of firm sizes, locations and various IT departments.
4 Presenter: Jennifer Cuenot Director, of Technology Support & Training Shearman & Sterling, LLP
5 Presenter: Thomas Markward User Support Manager Cozen O'Connor
6 Presenter: Bruce Wieseltier Enterprise IT Service Desk Manager Pillsbury Winthrop Shaw Pittman LLP
7 Presenter: Lance Waagner Vice Chairman Intelliteach
8 Cost Analysis
9 [ POLL ] How much per attorney do you spend supporting your Top Categories each month?
10 [ COST OF SUPPORTING YOUR TOP 10 CATEGORIES ]
11 [ COST OF SUPPORTING YOUR TOP 10 CATEGORIES ]
12 [ FINANCIAL STATS UNIQUE USERS ] Step 1: [ AVERAGE NUMBER OF TICKETS PER ATTORNEY ] Total Unique Attorney Tickets 1,183 Total Unique Attorneys 364 = 3.25 Step 2: [ COST FOR ATTORNEYS ] Total Unique Attorney Tickets 1,183 x Per Ticket Cost $23 = $27,209 Step 3: [ AVERAGE NUMBER OF TICKETS PER STAFF ] Total Unique Staff Tickets 3,144 Total Unique Staff 963 = 3.25 Step 4: [ COST PER STAFF ] Total Unique Staff Tickets 3,144 x Per Unique Ticket Cost $23 = $72,312 Step 5: [ MONTHLY COST PER ATTORNEY & STAFF ] Unique Cost per Attorney $27,209 + Unique Cost per Staff $72,312 = $99,521 or $117 per all attorneys **Divide Billable hours by $500 for lost production**
13 [ FINANCIAL STATS ALL USERS ] Step 1: [ AVERAGE NUMBER OF TICKETS PER ATTORNEY ] Total Attorney Tickets 1,380 Total Attorneys 700 = 2 Step 2: [ COST FOR ATTORNEYS ] Total Attorney Tickets 1,380 x Per Ticket Cost $17 = $23,460 Step 3: [ AVERAGE NUMBER OF TICKETS PER STAFF ] Total Staff Tickets 2,454 Total Staff 800 = 3 Step 4: [ COST FOR STAFF ] Total Staff Tickets 2,454 x Per Ticket Cost $17 = $41,718 Step 5: [ MONTHLY COST PER ATTORNEY & STAFF ] Cost per Attorney $23,460 + Cost per Staff $41,718 = $65,178 or $93 per all attorneys **Divide Billable hours by $500 for lost production**
![Tickets 2,454 Total Staff 800 = 3 Step 4: [ COST FOR STAFF ] Total Staff Tickets 2,454 x Per Ticket Cost $17 = $41,718 Step 5: [ MONTHLY COST PER](/docs-images/55/9050474/images/page_13.jpg "ATTORNEY & STAFF ] Cost per Attorney $23,460 + Cost per Staff $41,718 = $65,178 or $93 per all attorneys **Divide Billable hours by $500 for lost")
14 [ FINANCIAL STATS WORKSHEET ] Step 1: [ AVERAGE NUMBER OF TICKETS PER ATTORNEY ] Total Attorney Tickets Total Attorneys = Step 2: [ COST FOR ATTORNEYS ] Total Attorney Tickets x Per Ticket Cost $ = Step 3: [ AVERAGE NUMBER OF TICKETS PER STAFF ] Total Staff Tickets Total Staff = Step 4: [ COST FOR STAFF ] Total Staff Tickets x Per Ticket Cost $ = Step 5: [ TOTAL MONTHLY COSTS ] Cost for Attorneys + Cost for Staff = $ or $ per all attorneys **Divide Billable hours by $500 for lost production**
![Total Staff Tickets Total Staff = Step 4: [ COST FOR STAFF ] Total Staff Tickets x Per Ticket Cost $ = Step 5: [ TOTAL](/docs-images/55/9050474/images/page_14.jpg "MONTHLY COSTS ] Cost for Attorneys + Cost for Staff = $ or $ per all attorneys **Divide Billable hours by $500 for lost")
15 Ticketing Stats
16 [ TOTAL USERS TO I.T. & SERVICE DESK STAFFING RATIO ]
17 [ MONTHLY ANALYST PRODUCTION ]
18 [ MONTHLY TICKETS PER END USER ]
19 [ TOP CATEGORIES BY CLOSURE ] Item Expected to be resolved at desk Not Expected to be resolved at desk Outlook 89% Word 96% Windows 89% 64% Browser 87% Credentials 92% Printer 24% Non Core Apps 51% Exchange Server 35% 36% Remote Connectivity 72% Software Install/Uninstall 21%
20 ACD Stats
21 [ POLL ] What is the average time to respond by Phone? What is the percentage first contact resolution by Phone? What is the average phone abandon rate?
22 [ TIME TO RESPOND ] Contact Type Time Phone 18s 455s / 7.5 min Voice Mail 363s / 6 min
23 [ FIRST CONTACT RESOLUTION ] Contact Type Expected to be resolved at desk Not Expected to be resolved at desk Phone 87% 66% 49% 23%
24 [ PHONE ABANDON RATE ] Phone Abandon 15 sec 30 sec 45 sec 60 sec 120 sec 96%
25 [ PHONE ABANDON RATE ]
26 Motivating Staff
27 [ MOTIVATING STAFF ] Self Service Focus Groups & Customer Service Feedback Special Assignments / SME Training
28 [ SELF SERVICE ] Developed by Helpdesk to provide department and user facing articles with a focus on self service Launched firm wide 12/9/2013 Deployment via firm announcement and addition of icon to taskbar Average page views per day: 100+ Average unique viewers per day: 50+ Of the top 5 non IS visitors #1 viewer is an associate attorney (rank including IS personnel #6) #3 viewer is a shareholder
29 [ SELF SERVICE ] Was it successful? Stats over the past 9 months have shown the following: 83% of employees have visited the site at least once 70% make it back a second time 60% are repeat viewers 25% go on to visit the site 15+ times since the launch
30 [ FOCUS GROUPS & CUSTOMER SERVICE FEEDBACK ] HDI Customer Satisfaction Index Service Create & Track Statistics Benchmark Your Performance Increase Customer Satisfaction Praise and Coach Your Team
31 [ SPECIAL ASSIGNMENTS / SME ] Engage your team with the concept of doing "more" Reinforce their capabilities to do more than solve user issues AND your needing their help to mature the team readiness to deliver services Apply the SME or Liaison label to their responsibilities and efforts...both within the team and externally to other groups AND the Leadership Ask the SME to: Present topic specific information to the team Ask individual analysts for help covering SME needs for the workgroup Announce these assignments both verbally and in writing.solidifies ownership and the perception of being valued Ask the SME to present topic specific information to the team; at a group level is more time efficient but if they are shy about presenting then allow for individual follow up sessions with confirmation once everyone has been reached
32 [ TRAINING ] 150 hours of intensive onboarding training: At the end of each week, the analyst is tested and must pass with a 90% or greater in order to continue employment hours of client specific training throughout the year. Weekend Boot camps: Boot camps are mandatory and are provided in addition to other training initiatives. Refresh analysts skills on customer service (soft skills), troubleshooting, and client tools. Ongoing Scholarship and Internship opportunities for analysts to grow their skill set and progress professionally. Microsoft Office Specialist (MOS) Certification: Microsoft Authorized Testing Center. Nearly 1/3 of our analysts are MOS Masters which include certifications on Word Expert, Excel Expert, PowerPoint, and Outlook. Word certification is part of new analyst onboarding.
33 Questions We ll now open it up for questions
34 Thank You
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39 ARROWS & LINES
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