the balanced scorecard - amazon web services · total 100.0% n/a n/a n/a n/a 0.0% performance...

The Service Desk

Balanced ScorecardYour Overall Measure of Service Desk Performance

MetricNet Best Practices Series

MetricNet’s Service Desk Balanced Scorecard

Your Speaker: Jeff Rumburg

© MetricNet, LLC, www.metricnet.com

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

The Service Desk



About MetricNet:

Your Benchmarking Partner

3


Benchmarking is MetricNet’s Core Business

Call Centers

Telecom

Information

Technology

Satisfaction

Technical Support

Customer Service

Telemarketing/Telesales

Collections

Service Desk

Desktop Support

Field Services

Cost Benchmarking

Customer Satisfaction

Employee Satisfaction

© MetricNet, LLC, www.metricnet.com 4


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



More than Half the FORTUNE 500 Use MetricNet Benchmarks

MetricNet conducts benchmarking for Service Desks worldwide,

and across virtually every industry sector.


http://www.barclays.co.uk/

The Service Desk



MetricNet’s Service Desk Balanced ScorecardMetricNet’s Service Desk Balanced Scorecard

Some Common Service Desk Metrics

Cost per Ticket

First Level Resolution Rate

Cost

Service Level

Quality

Call HandlingAgent

Average speed of answer

(ASA)

Call abandonment rate

% Answered within 30

Seconds

Average hold time

Average time to abandon

Percent of calls blocked

Contacts per Agent per Month

Agent Utilization

Agents as % of Total FTE’s


Call Quality

First Contact Resolution Rate

Agent Occupancy

Annual Agent Turnover

Daily Absenteeism

New Agent Training Hours

Annual Agent Training Hours

Schedule Adherence

Agent Tenure

Agent Job Satisfaction

Contact Handle Time

% Escalated Level 1

Resolvable

User Self-Service

Completion Rate

And there are hundreds more!!

Productivity

8© MetricNet, LLC, www.metricnet.com


The Balanced Scorecard

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

Worst Case Best Case

Cost per Ticket 25.0% $46.23 $12.55 $37.10 27.1% 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% 327 18 28 96.8% 9.7%

Total 100.0% N/A N/A N/A N/A 55.6%

Metric ScoreBalanced

ScorePerformance Metric

Metric

Weighting

Performance Range Your Actual

Performance



Benchmarking Your Overall Performance

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Ba

lan

ced

Sc

ore

s

High 86.5%

Average ----- 50.3%

Median 50.3%

Low 13.8%

Your Score 55.6%

Balanced Scores

Key Statistics



The Service Desk Performance Trend

40%

45%

50%

55%

60%

65%

70%

75%

80%

85%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Se

rvic

e D

es

k B

ala

nc

ed

Sc

ore

12 Month Average Monthly Score



1. Start Downloading Your Scorecard Template



Total 0.0% N/A N/A N/A N/A 0.0%

Performance MetricMetric

Weighting


PerformanceMetric Score

Balanced

Score


2. Select the KPI’s for Your Scorecard



Cost per Ticket



Agent Utilization


Average Speed of Answer (ASA) (seconds)




Metric

Weighting


Performance


3. Put a Weighting on Each KPI



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%

Total 100.0% N/A N/A N/A N/A 0.0%


Weighting



Balanced

Score


4. Enter Ranges for Each KPI in the Scorecard



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% 327 18

Total 100.0% N/A N/A N/A N/A 0.0%


Weighting



Balanced

Score


5. Now Enter Your Performance Data for Each KPI



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% 327 18 28

Total 100.0% N/A N/A N/A N/A 0.0%


Weighting



Balanced

Score


6. Your Scorecard Will Automatically Calculate!



Cost per Ticket 25.0% $46.23 $12.55 $37.10 27.1% 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% 327 18 28 96.8% 9.7%

Total 100.0% N/A N/A N/A N/A 55.6%


Weighting



Balanced

Score


Now Track and Trend Your Performance

40%

45%

50%

55%

60%

65%

70%

75%

80%

85%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Se

rvic

e D

es

k B

ala

nc

ed

Sc

ore

12 Month Average Monthly Score



Let’s Take a Closer Look



Cost per Ticket



Agent Utilization


Average Speed of Answer (ASA) (seconds)




Metric

Weighting


Performance


Download the Balanced Scorecard Whitepaper



21

www.metricnet.com 703.992.8160 [email protected]

You Can Reach MetricNet…

Thank You!

The Service Desk



About MetricNet:

Your Benchmarking Partner

24


Your Speaker: Jeff Rumburg

© MetricNet, LLC, www.metricnet.com

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


Benchmarking is MetricNet’s Core Business

Call Centers

Telecom

Information

Technology

Satisfaction

Customer Service

Technical Support

Telemarketing/Telesales

Collections

Service Desk

Desktop Support

Field Support

Price Benchmarking


Employee Satisfaction



27 Years of IT Service and Support Benchmarking Data

More than 3,700 IT Service and Support Benchmarks

Global Database

70+ Key Performance Indicators

More than 120 Industry Best Practices



Meet a Sampling of Our Clients

MetricNet Conducts benchmarking for IT Service and Support

organizations worldwide, and across virtually every industry sector.


http://www.barclays.co.uk/

http://www.google.com/imgres?imgurl=http://www.easywaystogogreen.com/wp-content/uploads/2010/05/Schneider_Electric_Logo_New.jpg&imgrefurl=http://www.easywaystogogreen.com/eco-friendly-company-profiles/schneider-electric-global-energy-management/&h=292&w=800&sz=80&tbnid=QY0LGVKCidaQwM:&tbnh=52&tbnw=143&prev=/images%3Fq%3Dschneider%2Belectric%2Blogo&zoom=1&q=schneider+electric+logo&hl=en&usg=__rEPuyPxx6f1RkOgp6ZstFYjKFn8=&sa=X&ei=766bTMSiHIXGlQfXqvWaCg&ved=0CBgQ9QEwAA


29

www.metricnet.com 703.992.8160 [email protected]

You Can Reach MetricNet…

Thank You!

the balanced scorecard - amazon web services · total 100.0% n/a n/a n/a n/a 0.0% performance...

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