Unleashing the Enormous Power of Help Desk KPI s. Help Desk Best Practices Series January 20, 2009

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1 Unleashing the Enormous Power of Help Desk KPI s Help Desk Best Practices Series January 20, 2009

2 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! 1

3 Some Common Help Desk KPI s Cost Cost/contact First Level Resolution Rate % Escalated Level 1 Resolvable Agent Agent Occupancy Agent Turnover Absenteeism Training hours Agents as % of Total FTE s Schedule Adherence Agent tenure Agent Satisfaction Quality Customer Satisfaction First Contact Resolution Rate Call Quality Service Level 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 Productivity Contacts/agent-month Agent utilization Call Handling 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!! 2

4 The Dilemma with Help Desk KPI s Lots and Lots of data But not enough analysis Not enough Insight And not enough Action!! 3

5 Unleashing the Enormous Power of Help Desk KPI s Our central question today How do we turn help desk KPI s into a Competitive Advantage? Better Faster Cheaper! 4

6 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) Every transaction adds value A positive customer experience Drives a positive view of IT overall 5

7 The World-Class Help Desk Defined Higher A World-Class Help Desk BEST-IN-CLASS PERFORMANCE CURVE AVERAGE PERFORMANCE CURVE Quality An Average Help Desk Lower Cost/Contact Higher 6

8 A Model for KPI Best Practices: Measure, Diagnose, Prescribe, Implement! 7

9 20 Years of Help Desk Data More than 1,300 Help Desk Benchmarks Global Database 30 Key Performance Indicators Nearly 80 Industry Best Practices 8

10 A Simple Model for KPI Excellence 1 Measure Model Component Description 4 2 Diagnose 1. Measure Measure help desk performance on an ongoing basis Implement 3 Customer Enthusiasm 2. Diagnose 3. Prescribe Benchmark performance and conduct a gap analysis Define actions to close the gap Prescribe 4. Implement Implement your action plan and improve performance 9

11 Measure Your Performance! 1 Measure Model Component Description 4 Implement 3 Customer Enthusiasm 2 Diagnose 1. Measure 2. Diagnose 3. Prescribe Measure performance on an ongoing basis Benchmark performance and conduct gap analysis Define actions to close the gap Prescribe 4. Implement Implement your action plan to improve performance 10

12 Measure Cost KPI s: Which Ones Really Matter? Cost/contact Quality Productivity Call Handling Customer satisfaction Agent utilization First contact resolution rate TCO First Level Resolution Rate Agent Agent Satisfaction Aggregate Balanced scorecard Read MetricNet s whitepaper on Help Desk Performance Metrics. Go to to get your copy! 11

13 Measure A Primer on Help Desk TCO Support Level Vendor Cost per Incident Resolved $466 Field Support (inside company) $138 Desktop Support $62 Level 2 (outside help desk) Help Desk $41 $24 12

14 Measure First Level Resolution Drives TCO HIGHER Total Cost per Contact COST PER CONTACT Level 1 Cost per Contact Total Level n Cost LOWER FIRST LEVEL COST RESOLUTION RATE HIGHER As the Level 1 resolution rate increases, the cost per contact for Level 1 increases But the total cost per contact, including Level n costs, declines The cost of resolution at level n is typically 2X to 10X greater than at level 1 13

15 Measure Scenario 1 The Economics of First Level Resolution Resolved At % # Cost/Contact Cost Help Desk 60.0% 3,000 $24 $120,000 Level 2 (outside Help Desk) 20.0% 1,000 $41 $41,000 Desktop Support 10.0% 500 $62 $31,000 Field Support (inside company) 8.0% 400 $138 $55,200 Vendor 2.0% 100 $466 $46,600 Total 100.0% 5,000 $293,800 Scenario 2 Resolved At % # Cost/Contact Cost Help Desk 70.0% 3,500 $26 $130,000 Level 2 (outside Help Desk) 15.0% 750 $41 $30,750 Desktop Support 7.5% 375 $62 $23,250 Field Support (inside company) 6.0% 300 $138 $41,400 Vendor 1.5% 75 $466 $34,950 Total 100.0% 5,000 $260,350 Scenario 2 yields a savings of $33,450/month or $401,400/year! 14

16 Measure Aggregate Metrics: The Balanced Scorecard Metric Benchmark Performance Range Your Actual Metric Balanced Performance Metric Weighting Worst Case Best Case Performance Score Score Cost/Contact 25.0% $35.00 $6.00 $ % 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% % 3.4% Total 100.0% N/A N/A N/A N/A 54.5% Step 1 Six critical performance metrics have been selected for the scorecard Step 2 Step 3 For each performance metric, the highest and lowest performance levels in the benchmark are recorded Step 4 Your actual Each metric has been performance for weighted according to its each metric is relative importance recorded in this 2008 MetricNet, LLC, 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 15 score X weighting

17 Measure Balanced Scorecard Summary* Help Desk Balanced Score 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Key Statistics Help Desk Balanced Score High 87.9% Average % Median 50.6% Low 17.5% Your Score 54.5% *The scores shown in the chart are based upon the performance metrics, weightings, and data ranges shown on the previous page. 16

18 Measure Aggregate Metrics: Cost vs. Quality 1.0 Middle Quartiles Effective but not Efficient Cost vs. Quality Top Quartile Efficient and Effective Quality (Effectiveness) Lower Quartile Cost (Efficiency) Middle Quartiles Efficient but not Effective Your Call Center Peer Group 17

19 Measure Now, Track and Trend Your Performance COST PER CONTACT CUSTOMER SATISFACTION 90% $17.00 J F M A M J J A J F M A M J J A 65% AGENT UTILIZATION 80% FIRST CALL BALANCED RESOLUTION SCORE RATE J F M A M J J A J F M A M J J A AGENT FIRST CONTACT SATISFACTION RESOLUTION CALL CALL ABANDONMENT ABANDONMENT RATE 80% 5% J F M A M J J A J F M A M J J A 18

20 Diagnose Your Performance! 1 Measure Model Component Description 4 Implement 3 Customer Enthusiasm 2 Diagnose 1. Measure 2. Diagnose 3. Prescribe Measure performance on an ongoing basis Benchmark performance and conduct gap analysis Define actions to close the gap Prescribe 4. Implement Implement your action plan and improve performance 19

21 Diagnose The Benchmarking Methodology Your Help Desk Performance COMPARE 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 Read MetricNet s whitepaper on Help Desk Benchmarking. Go to to receive your copy! 20

22 Diagnose The Goal of Benchmarking Higher AFTER BENCHMARKING BEST-IN-CLASS PERFORMANCE CURVE AVERAGE PERFORMANCE CURVE Quality STARTING POINT: BEFORE BENCHMARKING Lower Cost/Contact Higher 21

23 Diagnose Benchmarking Performance Summary Sample Data Only! Not Intended for Benchmarking Purposes! Metric Type Cost Productivity Service Level Quality Agent Call Handling Key Performance Indicator (KPI) Your Score Peer Group 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 Agent Utilization 46.7% 25.9% 53.9% 53.1% 71.1% Average Speed of Answer (ASA) in seconds 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 Ongoing Agent Annual Training Hours 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% Read MetricNet s whitepaper on Benchmarking Peer Group Selection. Go to to get your copy! 22

24 Performance Gaps in Rank Order Sample Data Only! Not Intended for Benchmarking Purposes! Key Performance Indicator (KPI) Your Score Peer Group Average Diagnose Gap Call Abandonment Rate 2.9% 8.1% 64.2% Average Speed of Answer (ASA) in seconds % Percent Answered in 30 Seconds or Less 86.6% 72.1% 20.1% Agents as a Percent of Total FTE's 77.9% 70.5% 10.5% Annual Agent Turnover 29.5% 31.7% 6.9% Agent Satisfaction (% satisfied or very satisfied) 71.0% 75.4% -5.8% Agent Utilization 46.7% 53.1% -12.1% Contact Handle Time (min:sec) 12:41 11: % Call Quality 68.4% 79.9% -14.4% Contacts/Agent-Month % Customer Satisfaction 63.0% 79.0% -20.3% Cost/Contact $28.17 $ % First Contct Resolution Rate 51.3% 71.2% -27.9% Cost/Minute of Handle Time $2.66 $ % IVR Completion Rate 6.7% 22.0% -44.8% Daily Absenteeism 19.2% 13.2% -45.1% New Agent Training Hours % Ongoing Agent Annual Training Hours % 23

25 Diagnose What s Driving the Negative Performance Gaps? Negative Performance Gaps Ongoing Agent Annual Training Hours New Agent Training Hours Daily Absenteeism IVR Completion Rate Cost/Minute of Handle Time First Contct Resolution Rate Cost/Contact Customer Satisfaction Contacts/Agent-Month Call Quality Contact Handle Time (min:sec) Agent Utilization Agent Satisfaction (% satisfied or very satisfied) -70.0% -60.0% -50.0% -40.0% -30.0% -20.0% -10.0% 0.0% 24

26 Diagnose First Contact Resolution vs. Customer Sat 100% Customer Satisfaction 80% 60% 40% 20% 20% 40% 60% 80% 100% First Contact Resolution 25

27 Diagnose $35 Agent Utilization vs. Cost per Contact $30 Cost per Contact $25 $20 $15 $10 $5 $0 0% 20% 40% 60% 80% 100% Agent Utilization 26

28 Diagnose Call Abandonment Rate vs. Cost per Contact $45.00 $40.00 Cost per Contact $35.00 $30.00 $25.00 $20.00 $15.00 $10.00 $5.00 $ % 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% Call Abandonment Rate 27

29 Diagnose ASA vs. Cost per Contact Cost per Contact $40.00 $35.00 $30.00 $25.00 $20.00 $15.00 $10.00 $5.00 $ Average Speed of Answer (sec) 28

30 Diagnose Call Abandonment Rate vs. Customer Sat 100.0% Customer Satisfaction 80.0% 60.0% 40.0% 20.0% 0.0% 0.0% 5.0% 10.0% 15.0% 20.0% 25.0% Call Abandonment Rate 29

31 Diagnose ASA vs. Customer Satisfaction Customer Satisfaction 100.0% 80.0% 60.0% 40.0% 20.0% 0.0% Average Speed of Answer (sec) 30

32 Prescribe Actions to Close the Gap! 1 Measure Model Component Description 4 Implement 3 Customer Enthusiasm 2 Diagnose 1. Measure 2. Diagnose 3. Prescribe Measure performance on an ongoing basis Benchmark performance and conduct gap analysis Define actions to close the gap and improve performance Prescribe 4. Implement Implement your action plan 31

33 Prescribe Closing the Cost Gap KPI Performance Target Key Drivers Performance Target Best Practice Prescription Agent Utilization 60% Improve workforce scheduling practices Establish agent utilization goal Eliminate back shift if appropriate Call Handle Time Varies Provide additional agent training Cost per Contact Varies Average Speed of Answer 45 sec Increase ASA service level target if appropriate Call Abandon Rate 6% Increase Call Abandon target if appropriate IVR Completion Rate Varies Re-architect the IVR to drive more volume through the agent-less channel 32

34 Prescribe Closing the Customer Satisfaction Gap KPI Performa nce Target Key Drivers Performance Target Best Practice Prescription First Contact Resolution Rate 70% - 80% Establish an FCR goal Provide additional agent training Establish FCR as a key objective Customer Satisfaction 85% - 90% Call Quality Call Handle Time 90+% Varies Establish a Call Quality target Provide additional agent training Establish a handle time target Provide additional agent training Customer Service Soft Skills Varies Provide additional agent training 33

35 Prescribe Closing the Agent Utilization Gap KPI Performance Target Key Drivers Performance Target Best Practice Prescription Improve workforce scheduling practices Establish agent utilization goal Headcount Varies Eliminate back shift if appropriate Rightsize to achieve desired utilization target Agent Utilization 60% Contacts Handled per Agent Month Varies Establish an agent contact volume goal Occupancy 90+% Establish an agent occupancy target Improve workforce scheduling practices Schedule Adherence 90+% Establish a Schedule Adherence target Improve workforce scheduling practices 34

36 Prescribe Closing the First Contact Resolution Gap KPI Performance Target Key Drivers Performance Target Best Practice Prescription New Agent Training Hours 200+ hours Establish an FCR target Provide additional agent training Establish FCR as a key objective First Contact Resolution Rate 80% Veteran Agent Training Hours Call Quality 100+ hours 90+% Establish an FCR target Provide additional agent training Establish FCR as a key objective Establish a Call Quality target Provide additional agent training Knowledge Mgmt. Varies Maintain a solutions knowledgebase 35

37 Prescribe Closing the Agent Satisfaction Gap KPI Performance Target Key Drivers Performance Target Best Practice Prescription New Agent Training Hours 200+ hours Provide additional training opportunities for new agents Agent Satisfaction 80% Veteran Agent Training Hours Career Path 100+ hours Varies Provide additional training opportunities for veteran agents 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 36

38 Implement Your Action Plan! 1 Measure Model Component Description 4 Implement 3 Customer Enthusiasm 2 Diagnose 1. Measure 2. Diagnose 3. Prescribe Measure performance on an ongoing basis Benchmark performance and conduct gap analysis Define actions to close the gap Prescribe 4. Implement Implement your action plan and improve performance 37

39 Implement Now Implement Your Action Plan! Document call handling standards Begin customer sat surveys Establish root cause analysis program Rewrite IVR menus JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC Create a balanced scorecard Document agent career path options Define agent performance standards Implement call monitoring 38

40 Implement And Establish Performance Goals DOMAIN HELP DESK AGENT PERFORMANCE METRIC CURRENT PERFORMANCE PERFORMANCE GOAL Cost per Contact $27.90 $21.00 Customer satisfaction 71% 80% Agent Utilization 49% 60% First contact resolution 61% 70% Agent Satisfaction 56% 75% Balanced Score 52% 70% Customer satisfaction Number of contacts handled per month By individual 85% By individual 650 Call quality By individual 90 out of 100 First Contact Resolution By individual 75% Define KPI s to track and trend Measure baseline performance Establish stretch goals for each KPI Measure performance at least monthly Post performance trends and periodically reset goals 39

41 A Call to Action: Your Opportunity to Excel! 40

42 41

43 What Drives End-User Perceptions of IT? % Saying Very Important 100% 80% 60% 40% 20% 0% 84% Help Desk 47% Desktop Support 31% 29% Network Outages Quality of Desktop Tools (Hardware and Software) 22% Quality of Enterprise Applications 8% IT Training 84% of end-users cite the help desk as a primary factor in shaping their opinions of corporate IT 42

44 Your Opportunity to Excel! Performance Measurement Should be a Holistic Discipline Successful Measurement Goes Well Beyond Tracking and Trending to Produce Actionable Insights Near Term Goal Improved Performance Ultimate Goal World-Class Performance Effective Performance Measurement and Management is the Key to Becoming World-Class The Key to Getting Results is to Take Action! 43

45 A Mandate for Action! 1 Measure Four Simple Steps 4 Customer 2 Diagnose 1. Measure 2. Diagnose Enthusiasm Implement 3 3. Prescribe 4. Implement Prescribe 44

46 Measure 1. Start by Measuring Your Performance 4 Implement 1 3 Measure Customer Enthusiasm 2 Diagnose 1. Begin measuring your performance on an ongoing basis Small number of metrics less is more! Include a balanced scorecard Prescribe 45

47 Diagnose 2. Now Benchmark Your Help Desk 1 Measure 2. Benchmark your help desk performance 4 Customer Enthusiasm 2 Diagnose Select an appropriate benchmarking peer group Use KPI s defined in this report Implement 3 Identify performance gaps Diagnose the underlying drivers of the performance gaps Prescribe 46

48 Prescribe 3. Develop an Action Plan Based on Results 4 Implement 1 3 Measure Customer Enthusiasm 2 Diagnose 3. Develop a simple action plan Based on gap analysis And help desk best practices Short list of low hanging fruit Do what s realistic in the near term Every action should reduce costs, improve customer satisfaction, or both! Prescribe 47

49 Implement 4. Now, Put Your Plan Into Action! 4 Implement 1 3 Measure Customer Enthusiasm 2 Diagnose 4. Implement your action plan! Build buy-in from the start Assign ownership/ accountability Establish performance goals Monitor progress over time Expect positive, measurable results! Prescribe 48

50 You Can Reach MetricNet By Phone On Our Website Or us 49

51 Question and Answer 50

52 About MetricNet: Your Benchmarking Partner 51

53 Your Presenter: Jeff Rumburg 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 IBM, Bank of America, and General Motors. 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 positions of increasing responsibility 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. 52

54 More than 30 years of Benchmarking Experience MetricNet is dedicated to helping business people worldwide manage their organizations more efficiently and effectively. By providing benchmarks, performance metrics, scorecards and business data to managers in all industries and across all functional areas, MetricNet enables you to: Benchmark your performance vs. other companies inside and outside of your industry Track and trend your organization's performance Improve your performance using diagnostic benchmarks Establish performance targets that are in line with industry averages or best practices Drive accountability for key personnel using metrics-based performance goals Demonstrate measurable performance improvement over time 53

55 MetricNet Services MetricNet provides access to its benchmarks, scorecards, and salary data through a variety of channels. Most of MetricNet's clients start by participating in one of the many ongoing benchmarks that MetricNet sponsors. Others who may not be ready to participate in a benchmark, but still require industry data for planning and comparison purposes, may choose to purchase one of our benchmarking reports. These reports contain current benchmarks and salary data within a particular industry. And for those who require an immediate benchmark, say for tomorrow's sales meeting, MetricNet provides targeted access to just the data you need from our vast database of industry benchmarks. Benchmarks Reports and Publications Subscription Services Scorecards 54

56 You Can Reach MetricNet By Phone On Our Website Or us 55

57 Thank You! We look forward to serving you! 56

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