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GURU ’ S GUIDE: A Helpdesk Health Check LAW FIRM SPECIFIC METRICS & KEY PERFORMANCE INDICATORS

GURU ’ S GUIDE: A Helpdesk Health Check LAW FIRM SPECIFIC METRICS & KEY PERFORMANCE INDICATORS. [ AGENDA ]. INTRODUCTION DEMOGRAPHICS YOUR STATS BENCHMARK STATS HOW TO IMPROVE YOUR DESK Q&A. [ INTRODUCTION ]. Lance Waagner Vice Chairman of Intelliteach Former Law Firm CIO

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GURU ’ S GUIDE: A Helpdesk Health Check LAW FIRM SPECIFIC METRICS & KEY PERFORMANCE INDICATORS

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  1. GURU’S GUIDE: A Helpdesk Health Check LAW FIRM SPECIFIC METRICS & KEY PERFORMANCE INDICATORS

  2. [ AGENDA ] • INTRODUCTION • DEMOGRAPHICS • YOUR STATS • BENCHMARK STATS • HOW TO IMPROVE YOUR DESK • Q&A

  3. [ INTRODUCTION ] • Lance Waagner • Vice Chairman of Intelliteach • Former Law Firm CIO • 20+ years in the legal industry • ILTA Vendor Thought Leadership Award Recipient • Active Member, speaker & writer for ILTA , HDI and ALA • Intelliteach • Service Desk Formed in 1998 • Provide both Service Desk Support and Managed Service to Legal • 24/7/365 Live End-user Support • Only work with Law Firms • Over 35% of AMLAW 200 • Provides support to over 100,000 law firm users in 1250 locations in 50 countries • Largest law firm specific service desk company in the world • Contains over 8,000,000 previously resolved law firm requests • Offices in Atlanta, London & St. Louis

  4. [ DEMOGRAPHICS ] Sample taken from 25,000 end users with tickets from Jan 1st 2013 – Dec 31st 2013 across a range of firm sizes, locations and various IT departments.

  5. [ YOUR STATS ] Graph 1: [ TOTAL USERS TO IT SERVICE DESK STAFFING RATIO ] Total Users _________ ÷ Total Service Desk (SD) _________ = _________ Total Users _________ ÷ Total IT (Including SD) _________ = _________ Graph 2: [ SERVICE DESK PRODUCTION ] Average Monthly Tickets _________ ÷ Total Service Desk _________ = _________ Graph 3: [ AVERAGE TICKETS PER END USER ] Average Monthly Tickets _________ ÷ Total User _________ = _________

  6. [ TOTAL USERS TO I.T. & SERVICE DESK STAFFING RATIO ]

  7. [ SERVICE DESK PRODUCTION ]

  8. [ AVERAGE TICKETS PER END USER ]

  9. [ HOW TO IMPROVE YOUR DESK] • ACD • WFM • Adherence • Monitoring and Adjusting • Bottlenecks • Motivation • Training • Feedback

  10. [ ACD ] • Automatic Contact (Call) Distribution System • Collects real-time & historical results and reporting of contacts (phone, email, vmail, chats) successful and unsuccessful • Routing of contacts based on time, volume or certain events • Optional recording of contacts • The “first step” in resource management

  11. [ WFM ] • Work Force Management • Real-time Actionable Views • Actual Contacts vs. Forecasted • Service Level Management • Outage Volume Management

  12. [ ADHERENCE ] • With WFM, Adherence becomes the largest challenge to a desk achieving its SLAs • Staff motivation (covered in later slide) • Awards / Recognition • Flexible schedules • Carpool or Mass Transit incentives • Compensation

  13. [ MONITORING & ADJUSTING ] • Reports that matter to the people who are reading them (target to the audience) • Exception reporting • Share with IT (training, networking, etc.) • Share with HR (hiring) • Share & Market to others (end-users) • Make adjustments to staffing, schedules, and learning curriculums based on data

  14. [ BOTTLENECKS ] • Too many incidents / requests, not enough people to handle them • Daytime or 24/7 coverage • Alternative routes to the desk • Self-Service

  15. [ MOTIVATING ] • Care Rewards • Adherence and Availability • Personal Resolution Rate • Submit or Cleanup 5 Knowledge Base Articles • Training Hours used Appropriately and Clear Review Tab • Call Evaluations and no Needs Improvements Surveys • Top Ticket Producers Per Shift

  16. [ 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. • 100+ hours of client specific training throughout the year. • 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. • Weekend Bootcamps: • Bootcamps 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.

  17. [ FEEDBACK] • Per-ticket, end-user survey opportunity • IT-wide ticket review • Other department review • Bi-annual end-user surveys for trending

  18. [ CONCLUSION ] ? Q & A ? ?

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