The Service Desk Balanced Scorecard

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1 The Service Desk Balanced Scorecard Your Overall Measure of Service Desk Performance MetricNet Best Practices Series

2 Your Speaker: Jeff Rumburg Co Founder and Managing Partner, MetricNet, LLC Winner of the 2014 Ron Muns Lifetime Achievement Award Former CEO, The Verity Group Former Vice President, Gartner Founder of the Service Desk Benchmarking Consortium Author of A Hands-On Guide to Competitive Benchmarking Harvard MBA, Stanford MS 1

3 The Service Desk Balanced Scorecard Your Overall Measure of Service Desk Performance MetricNet Best Practices Series

4 About MetricNet: Your Benchmarking Partner 3

5 Benchmarking is MetricNet s Core Business Information Technology Call Centers Telecom Service Desk Desktop Support Field Services Technical Support Customer Service Telemarketing/Telesales Collections Cost Benchmarking Satisfaction Customer Satisfaction Employee Satisfaction 4

6 27 Years of Service and Support Benchmarking Data More than 3,700 Service & Support Benchmarks Global Database 30 Key Performance Indicators Nearly 80 Industry Best Practices 5

7 More than Half the FORTUNE 500 Use MetricNet Benchmarks MetricNet conducts benchmarking for Service Desks worldwide, and across virtually every industry sector. 6

8 The Service Desk Balanced Scorecard Your Overall Measure of Service Desk Performance MetricNet Best Practices Series

9 Some Common Service Desk Metrics Cost Cost per Ticket First Level Resolution Rate Agent Agent Occupancy Annual Agent Turnover Daily Absenteeism New Agent Training Hours Annual Agent Training Hours Schedule Adherence Agent Tenure Agent Job Satisfaction Quality Customer Satisfaction Call Quality First Contact Resolution Rate Service Level Average speed of answer (ASA) Call abandonment rate % Answered within 30 Seconds Average hold time Average time to abandon Percent of calls blocked Productivity Contacts per Agent per Month Agent Utilization Agents as % of Total FTE s Call Handling Contact Handle Time % Escalated Level 1 Resolvable User Self-Service Completion Rate And there are hundreds more!! 8

10 The Balanced Scorecard MetricNet s Service Desk Balanced Scorecard Performance Metric Metric Weighting Performance Range Worst Case Best Case Your Actual Performance Metric Score Balanced Score Cost per Ticket 25.0% $46.23 $12.55 $ % 6.8% Customer Satisfaction 25.0% 56.2% 98.4% 98.4% 100.0% 25.0% First Contact Resolution Rate 15.0% 43.8% 91.7% 67.2% 48.9% 7.3% Agent Utilization 15.0% 25.4% 63.9% 25.4% 0.0% 0.0% Agent Job Satisfaction 10.0% 57.0% 89.3% 78.9% 67.8% 6.8% Average Speed of Answer (ASA) (seconds) 10.0% % 9.7% Total 100.0% N/A N/A N/A N/A 55.6% Step 1 Six critical performance metrics have been selected for the scorecard Step 2 Each metric has been weighted according to its relative importance Step 3 For each performance metric, the highest and lowest performance levels in the benchmark are recorded Step 4 Your actual performance for each metric is recorded in this 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 score X weighting 9

11 Balanced Scores MetricNet s Service Desk Balanced Scorecard Benchmarking Your Overall Performance 100.0% 90.0% 80.0% 70.0% Key Statistics Balanced Scores High 86.5% Average % Median 50.3% Low 13.8% Your Score 55.6% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% MetricNet, MetricNet, LLC, LLC,

12 Service Desk Balanced Score MetricNet s Service Desk Balanced Scorecard The Service Desk Performance Trend 85% 80% 75% 70% 65% 60% 55% 50% 45% 40% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 12 Month Average Monthly Score 11

13 1. Start Downloading Your Scorecard Template Performance Metric Metric Weighting Performance Range Worst Case Best Case Your Actual Performance Metric Score Balanced Score Total 0.0% N/A N/A N/A N/A 0.0% 12

14 2. Select the KPI s for Your Scorecard Performance Metric Cost per Ticket Customer Satisfaction First Contact Resolution Rate Agent Utilization Agent Job Satisfaction Average Speed of Answer (ASA) (seconds) Metric Weighting Performance Range Worst Case Best Case Your Actual Performance Metric Score Balanced Score Total 0.0% N/A N/A N/A N/A 0.0% 13

15 3. Put a Weighting on Each KPI Performance Metric Metric Weighting Cost per Ticket 25.0% Customer Satisfaction 25.0% First Contact Resolution Rate 15.0% Agent Utilization 15.0% Agent Job Satisfaction 10.0% Average Speed of Answer (ASA) (seconds) 10.0% Performance Range Worst Case Best Case Your Actual Performance Metric Score Balanced Score Total 100.0% N/A N/A N/A N/A 0.0% 14

16 4. Enter Ranges for Each KPI in the Scorecard Performance Metric Metric Weighting Performance Range Worst Case Best Case Cost per Ticket 25.0% $46.23 $12.55 Customer Satisfaction 25.0% 56.2% 98.4% First Contact Resolution Rate 15.0% 43.8% 91.7% Agent Utilization 15.0% 25.4% 63.9% Agent Job Satisfaction 10.0% 57.0% 89.3% Average Speed of Answer (ASA) (seconds) 10.0% Your Actual Performance Metric Score Balanced Score Total 100.0% N/A N/A N/A N/A 0.0% 15

17 5. Now Enter Your Performance Data for Each KPI Performance Metric Metric Weighting Performance Range Worst Case Best Case Cost per Ticket 25.0% $46.23 $12.55 $37.10 Customer Satisfaction 25.0% 56.2% 98.4% 98.4% First Contact Resolution Rate 15.0% 43.8% 91.7% 67.2% Agent Utilization 15.0% 25.4% 63.9% 25.4% Agent Job Satisfaction 10.0% 57.0% 89.3% 78.9% Average Speed of Answer (ASA) (seconds) 10.0% Your Actual Performance Metric Score Balanced Score Total 100.0% N/A N/A N/A N/A 0.0% 16

18 6. Your Scorecard Will Automatically Calculate! Performance Metric Metric Weighting Performance Range Worst Case Best Case Your Actual Performance Metric Score Balanced Score Cost per Ticket 25.0% $46.23 $12.55 $ % 6.8% Customer Satisfaction 25.0% 56.2% 98.4% 98.4% 100.0% 25.0% First Contact Resolution Rate 15.0% 43.8% 91.7% 67.2% 48.9% 7.3% Agent Utilization 15.0% 25.4% 63.9% 25.4% 0.0% 0.0% Agent Job Satisfaction 10.0% 57.0% 89.3% 78.9% 67.8% 6.8% Average Speed of Answer (ASA) (seconds) 10.0% % 9.7% Total 100.0% N/A N/A N/A N/A 55.6% 17

19 Service Desk Balanced Score MetricNet s Service Desk Balanced Scorecard Now Track and Trend Your Performance 85% 80% 75% 70% 65% 60% 55% 50% 45% 40% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 12 Month Average Monthly Score 18

20 Let s Take a Closer Look Performance Metric Cost per Ticket Customer Satisfaction First Contact Resolution Rate Agent Utilization Agent Job Satisfaction Average Speed of Answer (ASA) (seconds) Metric Weighting Performance Range Worst Case Best Case Your Actual Performance Metric Score Balanced Score Total 0.0% N/A N/A N/A N/A 0.0% 19

21 Download the Balanced Scorecard Whitepaper 20

22 You Can Reach MetricNet

23 Thank You!

24 The Service Desk Balanced Scorecard Your Overall Measure of Service Desk Performance MetricNet Best Practices Series

25 About MetricNet: Your Benchmarking Partner 24

26 Your Speaker: Jeff Rumburg Co Founder and Managing Partner, MetricNet, LLC Winner of the 2014 Ron Muns Lifetime Achievement Award Former CEO, The Verity Group Former Vice President, Gartner Founder of the Service Desk Benchmarking Consortium Author of A Hands-On Guide to Competitive Benchmarking Harvard MBA, Stanford MS 25

27 Benchmarking is MetricNet s Core Business Information Technology Call Centers Telecom Service Desk Desktop Support Field Support Customer Service Technical Support Telemarketing/Telesales Collections Price Benchmarking Satisfaction Customer Satisfaction Employee Satisfaction 26

28 27 Years of IT Service and Support Benchmarking Data Global Database More than 3,700 IT Service and Support Benchmarks 70+ Key Performance Indicators More than 120 Industry Best Practices 27

29 Meet a Sampling of Our Clients MetricNet Conducts benchmarking for IT Service and Support organizations worldwide, and across virtually every industry sector. 28

30 You Can Reach MetricNet

31 Thank You!

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