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Session 602 Proactive Contact Management Strategies

Session 602 Proactive Contact Management Strategies. Chris Farver Sr. Project Manager - BMC Software ITIL V3 Expert, PMP. Session Outline. Key Concepts Solutions to Eliminate Contacts Solutions to Automate Contacts Cost Per Contact Type Other Considerations Benefits to the Service Desk

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Session 602 Proactive Contact Management Strategies

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  1. Session 602Proactive Contact Management Strategies Chris Farver Sr. Project Manager - BMC Software ITIL V3 Expert, PMP

  2. Session Outline • Key Concepts • Solutions to Eliminate Contacts • Solutions to Automate Contacts • Cost Per Contact Type • Other Considerations • Benefits to the Service Desk • Take Home Action Plan

  3. Key Concepts Focus Shift: “why are you being contacted VS what type of contacts are you getting” • Move from Reactive to Proactive • Self Help VS Self Service • Elimination VS Automation • Elimination Is Top Priority • Automate What Can’t Be Eliminated

  4. Solutions to Eliminate Contacts • “80% of calls to the Service Desk are a result of change” • ITIL Best Practices • Problem Management – Root Cause Analysis • Change & Release Management • Proactive User Education & Communications • Implement Top 10 Callers Program • Use of Designated Callers • Broadcast Messages • Readily Available Knowledge Sources • FAQ (43.9%), KM (39.8%), Docs (31.8%)* *Data Source: 2010 HDI Best Practices Survey

  5. Solutions to Automate Contacts Handling “Requests” for Service Web Based Service Catalog • Intranet/ Extranet based solution for on-line requesting of IT services • Start with list of services, forms to complete, methods of submitting • Invoke automated work flow engine as maturity grows (actionable) 2nd/3rd Level Groups On-Line Service Catalog PC IMAC Access Request Automation

  6. Solutions to Automate Contacts • Automated Password Handling Solutions (32.0%*) • Self Ticket Submission (33.5*) & Self Ticket Status (40.2%*) • Auto Routing of Incidents • Based upon CTI and other parameters entered in Incident. • Front-end Messages • IVR – Speech Recognition • ACD - Skills Based Routing *Data Source: 2010 HDI Best Practices Survey

  7. Cost per Contact Type $15 Chat* $50-75 $7 Self Help, $10 Self Service* Service Desk 2nd Level DSS Elimination Automation $20 Phone* 3rd Level - $75+ Mission Critical *Median Cost - Data Source: 2010 HDI Best Practices Survey

  8. Other Considerations • Pre-document impact on call volume, Average Handle Time (AHT) and First Contact Resolution (FCR) • Educate users that Monday’s are busy, use alternate methods or wait if low priority • Proof of Concept - then patience on results • Persistence from Service Desk • Re-direct callers • Walk callers though automated process • Perform ROI follow-up, show cost/benefit of solutions over time

  9. Benefits to the Service Desk • Service Desk Viewed as Proactive & Cost Aware • Service Desk Viewed as Lowest Cost Provider • Outsourcing Avoidance • Service Desk of more strategic value to IT ($) • Increased Customer Satisfaction • Efficient handling, improved AHT & FCR • Higher Retention at Service Desk • Improved Agent morale • Higher skill level at the Service Desk • Mundane tasks automated

  10. Take Home Action Plan • Perform your contact management strategy analysis • Identify top candidates for elimination & automation • Look for quick wins and low hanging fruit to prove your case • Document current TCO and determine your cost per contact by type • Perform ROI analysis • Focus on Business Benefits – ITIL = IT to Business Alignment

  11. Thank you for attending. Please Complete the Evaluation

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