Call Centre, Help & Service Desk Management

Call Centre, Help & Service Desk Management

An Overview of Current Best Practices for Managing Customer

Satisfaction

IntroductionIntroduction

Introductions

Agenda

IntroductionsIntroductions

Your presenter

The Art of Service

You

Your role(s)

Your expectations

Course MapCourse Map

1. Positioning

2. Organisational aspects

4. Technology

3. Process 5. People

6. Improving the Service Desk

Course Agenda (1)Course Agenda (1)

Module 1. Positioning of Service DeskIT Service Management role in organisations

Getting the budget you need

ITIL as a best practice framework

Incident Management & other processes

Module 2. Organisational AspectsHow a Call Centre or Service Desk adds value to the organisation

Choosing a structure

Resources, hiring

Reporting

Course Agenda (2)Course Agenda (2)

Module 3. A process approachDescribing the Incident Management process

Process implementation

Procedures & work instructions

Maturity levels

Module 4. TechnologyService Desk support tools

Tool selection

Call Centre / Internet integration

Course Agenda (3)Course Agenda (3)

Module 5. PeopleSkill levels

Skill sets (performance measurement)

Career development

Knowledge management

Leadership

Module 6. Improving the Service DeskContinuous improvement

Improvement approach

Course ApproachCourse Approach

PresentationsSlides handouts in your binders

DiscussionsExchange experiences

ExercisesGoing through the process of reaching a solution

Hand outsReference materials for back in the office:

Syllabus Case studies (source: Internet) White Papers (source: Internet)

Questions?Questions?

Module 1. PositioningModule 1. Positioning

How the Call Centre or Service Desk fits in with other management concepts

IT Management vs DevelopmentIT Management vs Development

Development:Creating new functionality

Usually involves new technology

High profile in schools, books, conferences etc

Various methodologies & frameworks

Visible to business

‘Sexy’

Management:Managing existing functionality

Usually involves current technology

Relatively low profile

Limited frameworks

Less visible to business (unless things go wrong)

Not very ‘sexy’

IT Service Management (ITSM) FocusIT Service Management (ITSM) Focus

OrganisationOrganisation

ProcessProcess

PeoplePeople

TechnologyTechnology

ITSM: Adding ValueITSM: Adding Value

organisational objectives

business processes

IT services

ITSM

improve time to market

procurement, logistics

“logistics support”

processes, resources

for example:

IT Service Management BenefitsIT Service Management Benefits

Increased added value to the business

Increased customer satisfaction

Clearer metrics on effectiveness & efficiency

Higher interaction between various IT (support) groups

Increased quality of communication

More sustainable balance between reactive and proactive work

Consistency & efficiency in activities

Clearer responsibilities

Processes & the OrganisationProcesses & the Organisation

CIO

Operations DevelopmentCustomer

Relationship

Service Desk

Desktop Support

Network Support

Server Support

Fin. Apps

HR Apps

Log Apps

Account Mgt.

Vendor Mgt.

Bus. Analysts

ITIL ITIL

Background:IT Infrastructure Library => collection of books

Developed by CCTA now called OGC (Office of Government Commerce) in the late 80s

Set of best practice processes for IT Service Management

Proven framework

Training numbers reflect industry adoption (see next slide)

ITIL ModelITIL Model

Service Support

Service Delivery

Security Management

Security Management

The Business

Perspective

ICT Infra-structure

Mgt.

Planning to Implement Service Management

Applications Management

Source: ITSMf

Th

e B

usin

ess

Th

e B

usin

ess

Th

e T

ech

nolo

gy

Th

e T

ech

nolo

gy

ITIL: Service Delivery ProcessesITIL: Service Delivery Processes

Service Level Management

Financial Management

Capacity Management

Availability Management

IT Service Continuity

Management

providing services

man

ag

ing

risk

man

ag

ing

$

defining services

ITIL: Service Support ProcessesITIL: Service Support Processes

Incident Management

Release Management

Change Management

service control

Service Desk

Problem Management

service continuity

service flexibility

Configuration Management

Key RelationshipsKey Relationships

Service Desk

Problem Management

Service Level Management

Incident Management

Change Management

Definitions / TerminologyDefinitions / Terminology

Call Centre

Help Desk

Service DeskUnskilled

Skilled

Expert

Single Point of ContactSingle Point of Contact

Call Center

Unskilled SD

Expert SD

Skilled SD

Skill level

Costs

First line resolution

100%

0 %

Questions?Questions?

Module 2. Organisational IssuesModule 2. Organisational Issues

Adding Value to the Organisation

The Service Desk RoleThe Service Desk Role

Customer&

End User

Service Desk

call

solution

Support group

support

1st line 2nd line 3rd line

Support group

Support group

Support group

Support group

organisation

The outsourced service deskThe outsourced service desk

Customer&

End User

Service Desk

call

solution

Support group

1st line 2nd line 3rd line

Support group

Support group

Support group

organisation support

Service Desk in multi-regional organisationService Desk in multi-regional organisation

Service Desk /

Call Centre /

Help Desk

Support Team 1

Service Support Tool to register calls and follow up actions

SDSD

SDSD

First Line SupportFirst Line Support

Bu

sin

ess

Un

its in

org

an

isa

tion

Support Team 2

Support Team 3

Service Desk TasksService Desk Tasks

Contact with / supporting the usersprocessing of incidents

processing of service requests

processing of (standard) requests for change

Management taskscontrolling maintenance suppliers

backups, restores, user accounts, …

Any others?

Service Desk BenefitsService Desk Benefits

To: the business

(individual) users

IT staff

IT management

Aligning GoalsAligning Goals

Vision / mission statement

Strategy / business plan

Goals / objectives

Key Performance Indicators

Reporting (1)Reporting (1)

Efficiency:Productivity:

# staff per period

Value add:

First line resolution

Knowledge mgt:

# knowledge base hits

etc…

Effectiveness:Timeliness:

Resolution time

Accuracy:

% correct resolution

Quality:

% solved within SLA

etc…

Reporting (2)Reporting (2)

Questions:What?

Who?

Where?

When?

Why??

Service Desk

User Group User Group User Group

Support Group

Support Group

Support Group

Organisation: Centralised Service DeskOrganisation: Centralised Service Desk

Service Desk

User Group User Group User Group

Support Group

Support Group

Support Group

Organisation: Local Service DeskOrganisation: Local Service Desk

Service Desk Service Desk

Organisation: Distributed Service DeskOrganisation: Distributed Service Desk

User Group User Group User Group

Support Group

Support Group

Support Group

Service DeskService Desk Service Desk

Organisation: Split Function Service DeskOrganisation: Split Function Service Desk

User Group User Group User Group

Support Group

Support Group

Support Group

Service Desk Service Desk

User Group User Group User Group

Support Group

Support Group

Support Group

Service Desk

SD Analyst

SD Analyst

SD Analyst

SD Analyst

SD Analyst

SD Analyst

Organisation: Virtual Service DeskOrganisation: Virtual Service Desk

ResourcesResources

Number of SD staff will depend on:Size of organisation (number of users)

Type of organisation

Complexity of IT infrastructure

Reliability of infrastructure

Diversity of systems (degree of standard / non standard systems)

Geographical locations

Service Level Agreements

Budget

Module 3. Process ApproachModule 3. Process Approach

Gaining insight into the Incident Management process

ObjectiveObjective

Restores normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the agreed levels of availability and service are maintained

In your own words?

Process ModelProcess Model

Investigation

Classification

Incident Recording

Resolution

Mon

itorin

g

Closure

= Service Desk responsibility

Incident RecordingIncident Recording

Which incidents?

Incident sources? (where from?)

What information?

How much detail?

Who’s responsibility

Investigation

Classification

Recording

Resolution

Mon

itorin

g

Closure

ClassificationClassification

Priority, based on:Impact &

Urgency

Type of incident:Eg mainframe, desktop, application

Need clear guidelines for quick entry:Simple

Unambiguous

Effective

Investigation

Classification

Recording

Resolution

Mon

itorin

g

Closure

InvestigationInvestigation

Can take place anywhere in support area

If necessary, escalate!

Dependant on CMDB Investigation

Classification

Recording

Resolution

Mon

itorin

g

Closure

ResolutionResolution

Not interested in underlying cause

Focus on removing symptoms

Solved when original functionality retained (eg. user can print again) Investigation

Classification

Recording

Resolution

Mon

itorin

g

Closure

ClosureClosure

Only after consulting with user

Only done by Service Desk

Investigation

Classification

Recording

Resolution

Mon

itorin

g

Closure

MonitoringMonitoring

Service Desk accountable for ALL incidents, regardless of who’s dealing with them

Service Desk should have authority to (re)allocate resources in other areas

Hierarchical escalation to inform management

Focus on SLAs

Support tool helps keep track of multiple incidents

Investigation

Classification

Recording

Resolution

Mon

itorin

g

Closure

Process, Procedure & Work FlowProcess, Procedure & Work Flow

Process

Procedures

Work instructions

Why & how?

What, who, when & where?

How (exactly)?

Process FormatProcess Format

Process Step

Decision

Process Flow

Trigger

Result

Swim lane

Record call

Solved?

phone

solved

Help Desk Operations

ARCI ModelARCI Model

Group A Group B Group C Group D

Step 1 AR R R C

Step 2 AR C C I

Step 3 R A

Step 4 AR I

Index:

A: Accountable (owns it)

R: Responsible (does it)

C: Consulted (provides info)

I: Informed (receives info)

Process MaturityProcess Maturity

Maturity

Added Value

High

Low

Low High

“Infrastructure Manager”

“Business Enabler”

“Service Manager”

“Over-kill”

“Under-value”

Questions?Questions?

Module 4. Technology IssuesModule 4. Technology Issues

Finding the right tool

Service Desk Support ToolsService Desk Support Tools

Service Desk / Help Desk tools

Telephony tools

Service Management tools (Configuration, Problem, Change Management)

Network monitoring tools (availability, capacity)

Network Management tools (remote support, user account management)

Release Management tools

Knowledge Management tools

Service Desk Support Tools Service Desk Support Tools

Websites to check out:www.tools2manage-it.com

White Papers on: www.bitpipe.comLoyalty + Efficiency = Profit: Case Studies in Contact Center Success Webcast http://www.aspect.com/go/ccsucesswebcast

www.cio.com

Search on Google: Call Centre, Helpdesk tool, Support tool

www.callcentres.com.au

Tool Selection (1)Tool Selection (1)

Tool requirements:Determine need / nice to haves

Which fields to support process?

User friendliness

Speed

Knowledge base: search on historical info?

Security: read / write access

Modules

Reporting functionality

Tool Selection (2)Tool Selection (2)

Vendor requirements:Reputation / history

Support focus

Training & consulting?

Future plans (new modules?)

ITIL awareness?

References (visit them!)

Partnership?

CostsCosts

Tool costs:Back endFront end: licenses

Equipment costs:Server / disk spaceNetwork capacityDesktop requirements?

Training:Support staffTool maintenance staff

Consulting:Tool configuration(Future) changes: adaptability?

Selection ProcessSelection Process

Set up a project structure

Project manager & team

Scope

Deadlines / time frame (project plan)

Selection criteria

Request for tender (optional)

Short list vendors

Presentations / demo’s

Final cost benefit analysis

Selection

Questions?Questions?

Module 5. PeopleModule 5. People

Getting the most out of your people

Skill LevelsSkill Levels

Call Center

Unskilled SD

Expert SD

Skilled SD

Skill level

Costs

First line resolution

100%

0 %

Skill SetsSkill Sets

technical skills

business understanding

communication skills

Skills MatrixSkills Matrix

Manager Team leaderSenior Analyst

Analyst

Skill A 1 1 1 2

Skill B - 1 2 3

Skill C - 1 - -

Skill D 3 3 2 2

Index:

1. V. important

2. Important

3. Appreciated

- NA

Career DevelopmentCareer Development

Career Development Plan:Current situation

Goals / ambitions

Career Strategy

Necessary skills

Required experience

Training requirements

Action plan

Sign off & revision date

Knowledge ManagementKnowledge Management

How do we know what we know?Documentation (incl guidelines)

Ownership

Stimulate interaction

Job rotation

Knowledge base (see ‘tools’)

Presentations

Training

‘Business visits’

Social events

LeadershipLeadership

Manager: Do things right

Focus on efficiency

Leader:Do the right things

Focus on effectiveness

Clear direction

Communication

Managing by example! Walk the talk

Questions?Questions?

Module 6. Improving the SD FunctionModule 6. Improving the SD Function

How to (continuously) improve the Service Desk

Continuous ImprovementContinuous Improvement

Plan Do

Act Check

Source: Deming

Improvement

Quality Assurance

Implementation ApproachImplementation Approach

A. Understanding current situation

B. Determining desired situation

C. Transformation:

1 Planning

2 Implementation

3 Review

1

2

3

Cultural changeCultural change

P D

A C

Sense of Urgency

Interdependence

Organisational Change

Resistance

Cultural Change

Guiding Coalition

Power and Authority

Instrumental

Social / Emotional

Negotiation

Communicating the

Vision

Reason for Change Issues to Address Embedding the Change

TIMETIME

Plan-Do-Check-ActOngoing measurement of:

-Benefits Realisation

- ROI

Copyright: The Art of Service

Questions?Questions?

Questions?Questions?

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Sydney, Melbourne,

Canberra, Brisbane