This is especially useful for mapping phone and email statistics (for example, interactions per agent and average talk times), agent incident productivity (such as incidents opened and closed, average resolution times and first-call resolution rates), and customer satisfaction scores.
Holiday support * Weekend support * Month-/year-end support * 24/7 support * Dedicated support staff available Service Metrics * Average response time (calls picked up within 30 seconds) * 1st-call resolution * Average resolution time * Percent of time spent on phone * Abandonment rate * 1st-level support call % * 2nd-level support call % System/Network Reliability * Percent of system availability * Percent of scheduled downtime * Application/services availability * Response time to access network resources * Network throughput (speed) of LAN/WAN (local area network/wide area network) * Service utilization With the SLA components defined, the tracking and reporting of this information to the customer is one way to differentiate one vendor from another.
Some of the direct return on investment Netegrity achieved with Onyx included the following: --Successfully managing a 45 percent increase in case volume without increasing customer support staff --Decreased service backlog 40 percent and concurrently decreased average resolution time 35 percent Tom Thimot, EVP of Sales at Netegrity recently said of its Onyx deployment, "Onyx has become the workflow engine behind every business process that affects revenue.
Recognizing the importance of system reliability to caregivers, the Louisville support center embarked on a series of initiatives that resulted in the following: -- Improved support delivery metrics, including more than a 50 percent reduction in case backlog, an average resolution time that went from 18.
The solution includes a series of custom report templates that make it easy for non-technical users to report on important customer service metrics like average resolution time, average response time to inquiries, first call closure rates and tracking against service level agreements (SLA).
IBM calculates that remote support has reduced the average resolution time for a specific computer-memory problem from 45 minutes to seven minutes and cut the time it takes to solve a common modem question from 20 minutes to five.
