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HDI Research: Metrics and More

HDI Research: Metrics and More. DFW Chapter Meeting July 21, 2011. Agenda. My role at HDI Introduce HDI Research Most common metrics Industry results on these metrics Open discussion about your metrics O ther interesting findings from recent HDI Research Q&A and/or open discussion

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HDI Research: Metrics and More

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  1. HDI Research: Metrics and More DFW Chapter Meeting July 21, 2011

  2. Agenda • My role at HDI • Introduce HDI Research • Most common metrics • Industry results on these metrics • Open discussion about your metrics • Other interesting findings from recent HDI Research • Q&A and/or open discussion Please ask questions or share personal experiences at any time

  3. Access annual reports at: • www.ThinkHDI.com/IndustryReports

  4. HDI Research Corner www.ThinkHDI.com/BePartOfTheCorner

  5. Most Common Metricsfor Support Centers 83% 83% 84% Source: HDI Research Corner, May 2010

  6. What’s most important Source: HDI Research Corner, May 2010

  7. Who says? Source: HDI Research Corner, May 2010

  8. Desktop Support Metrics Source: HDI Research Corner, May 2010

  9. Most Common Metrics for Desktop Support Source: HDI Research Corner, May 2010

  10. Most Important? Source: HDI Research Corner, May 2010

  11. HDI Practices & Salary Reports

  12. HDI Practices & Salary Reports

  13. HDI Support Center P&S Report • Demographics • Incident Management • Support Tools • Processes, Procedures, and Strategies • Performance Metrics • Support Center Staff • Salary Survey

  14. Average Speed to Answer (phone) Source: HDI 2010 Practices & Salary Report

  15. Abandonment Rate (phone) Source: HDI 2010 Practices & Salary Report

  16. First Call Resolution Source: HDI 2010 Practices & Salary Report

  17. First Call Resolution Source: HDI 2010 Practices & Salary Report

  18. First Call Resolution (cont’d) • More support centers are making their FCR target in 2010 compared to previous years • Partially due to better performance • Also due to more realistic targets

  19. Email Exchanges Source: HDI 2010 Practices & Salary Report

  20. Target Time to Respond to E-mail Source: HDI 2010 Practices & Salary Report

  21. Customer Satisfaction Source: HDI 2010 Practices & Salary Report

  22. Customer Satisfaction Surveying Source: HDI Research Corner, Sept 2010

  23. Training Areas While training on technologies is still important, the priority has shifted to training customer service skills in the last few years. Customer Service Technologies Not as much training Customer Service Technologies Source: HDI Practices & Salary Report

  24. Training Methods Source: HDI Practices & Salary Report

  25. HDI Desktop Support P&S Report • Demographics • Staffing, Salaries, and Structure • Technology and Remote Support • Processes • Metrics

  26. Tickets Per Tech Per Month Source: HDI 2011 Desktop Support Practices & Salary Report

  27. Average Time to Resolve Source: HDI 2011 Desktop Support Practices & Salary Report

  28. % Resolved on First Attempt Source: HDI 2011 Desktop Support Practices & Salary Report

  29. Customer Satisfaction Source: HDI 2011 Desktop Support Practices & Salary Report

  30. Discussion/Questions

  31. Channels of Support • Phone and e-mail support remain, by far, the most utilized channels of support, followed by walk-ups – also most expensive • Chat use seems to be on the rise in the industry, but 2010 is the first year it is offered by as many support centers as fax • Social media added to the list in 2010 with 5% using and 3% measuring $20 $15 $21 $13 $10 $7 $15 $10 $5 Source: HDI Practices & Salary Report

  32. Plans for the Next Year Source: HDI Practices & Salary Report

  33. 10 Years of Salary Data Changed job title from Senior Support Manager to Director of Support Source: HDI Practices & Salary Report

  34. Supporting Mobile Devices Source: HDI Research Corner, Nov 2010

  35. Supporting Mobile Devices Source: HDI Research Corner, Nov 2010

  36. Supporting Mobile Devices Source: HDI Research Corner, Nov 2010

  37. Social Media • 45% currently use some sort of social media tool to provide support: • Of those, 15% are looking to replace/update • An additional 27% are planning to add it • 5% allow customers to submit tickets through social media • Even though the percentages are still low in comparison to other means of providing support, the rate of adoption for some is high Source: HDI 2010 Practices & Salary Report

  38. How Social Media is Used in Support Source: HDI Research Corner, March 2011

  39. Password Resets 34% of tickets are pw reset related 26% of tickets are pw reset related Source: HDI Research Corner, March 2011

  40. Find All Research Corner Reports www.ThinkHDI.com/BePartOfTheCorner

  41. Questions?? Jenny Rains jrains@thinkhdi.com

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