Improving the performance of your Service Centre

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• Improving the performance of your Service Centre

www.versadev.com
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Improving Help Desk Performance with the
Knowledge-Enabled Service Centre

• The inefficient service centre
• Long call wait times
• Slow problem resolution
• The Dead Cat flick pass
• Loss of productivity from unresolved technical
  issues
• Frustrated staff on both ends of the line
• High cost

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Improving Help Desk Performance with the
Knowledge-Enabled Service Centre

• The model of efficiency
• Fixed On First Contact (FOFC)
• No waiting
• Fast and effective
• Automated processes remote management tools
• Sharing the knowledge
• Self service tools

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• The world of IT support
• Challenging
• Frequently frustrating
• And sometimes, seemingly impossible.

• The Service Centres mission
• to deliver high-quality
• cost-efficient, and
• timely problem resolution

New Platforms Systems New Skill Sets
Increased Call Volumes
Inefficient support centres fail to meet Service
Level Agreements (SLAs), frustrate end users, and
demoralise help desk staff and management.
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Service Centre Support Efficiency ? Level One
Call Resolution Rate (FOFC) Fast first-call
problem resolution ? Happier users, Lower-cost
support, and Achieving SLAs
Give service centre staff the tools and knowledge
to resolve problems at the first point of contact.
A Help Desk solution is perhaps the most
cost-effective means of improving first-call
resolution rates with a minimum investment.
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Two Options for End User Support

• Staffed Support Centre
• Technical professionals who are available by
  phone or by email
• Real-time collaboration tools
• One-to-one relationship between a support
  analyst and each problem presented
• Call centre model
• Inbound requests (tickets) are received from
  users
• Level-1 agents attempt to resolve the issues or
  pass to Level-2 or Level-3.
• The Service Centre usually
• Captures the end-user and problem information
  into a ticketing system
• System then tracks all resolution efforts and
  centrally manages the information.

Resolving technical problems by telephone is
time-consuming and expensive.
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• Self-Service Portal

• Tools allow users to troubleshoot, diagnose, and
  fix own technology problems.
• Logging of own service request tickets
• Checking status of existing tickets
• Search Knowledge Base / FAQ
• 24 x 7 availability

Self-support systems typically work by using one
of several models to find answers Questions
and answers to navigate to a solution A
decision tree to find information about
particular topics A searchable Knowledge Base
Shifts customer interfaces to lower cost mediums
and empowers the Customer.
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versaSRS HelpDesk Knowledge Base .
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Client Access Tool
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The same Knowledge Base articles available to
Call Centre staff also available to end users
through the intranet or internet.
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Table 1 Self Service (Level-0) Cost Savings
Driver Metrics Est. Savings
Baseline Self- Service Portal Usage 10 Calls per day 25 per call 250 per day 5,000 per month 60,000 Annually
Reduced Calls Because of User Self-Service 3,000 calls per month 3.5 reduction in overall calls Cost per call metric of 25 32,000 Annually
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Table 2 Support Centre Service Improvement
Driver Metrics Est. Savings
Call Resolution Speed Improvement Avg call length of 5-10 mins 36,000 calls per year 60 resolved using KB Cost per call 25 Tier-1 30,000 Annually
Reduction in Escalated Calls 50 reduction in call escalation for calls that are solved at Tier-1 Cost per call 75 Tier-2 34,000 Annually
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Build it or buy it? Deciding how to automate your
Help Desk

• When considering a Service Request System
• Developing Help Desk software in-house can work,
  you get exactly (?) what you want and can change
  it easily.
• If you have a choice, do your homework, find the
  best software company you can, and purchase what
  you need.
• Even better buy from a vendor who is willing
  to tailor the system to your unique set of needs.

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• What Do You Get With A Purchased Product?
• The short answer is ... a lot.
• Patches, updates and new features regularly
  released
• Documentation
• Purchase as modules pay only for what you need
• Not just Help Desk Assets, CRM, Client Access
• Support
• Can other areas of my organisation use it?
  (HR, Accounting, Records etc)

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versaSRS HelpDesk
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• Summary
• Fix on First Contact Key to Success
• Tools to do that
• Knowledge Base
• Client Access Tools
• Email Enabled Request System
• Integrated CRM
• Asset Management

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versaSRS Help Desk as used by
BHP Billiton Worldwide University of Salzburg
- AUSTRIA Endevco Aerospace Military -
USA Nixon Technology Co. Ltd. Hong
Kong Elephant Services Group UK Ross
Industries, Inc - USA IVR Technologies -
USA Applaud IT AUS NewSpec - AUS GFi Asia
Pacific many more
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• For more information regarding versaSRS Help Desk
• Contact your local versaSRS HelpDesk
  representative
• or
• Visit our website at www.versadev.com
• Download fully functional demo software
• Apply for an online software demonstration
• Download brochures, case studies other
  resources
• Contact us on 61 8 8463 1914
• or sales_at_versadev.com