May 2002 Meeting Recap
| | May 2002 Meeting Recap |
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Speaker: John Migliazza, Practice Director, and specialist in developing Help Desk solutions for Spherion clients - by Maris Bergeron John started this interactive discussion by explaining that the average number of calls received in the industry is 1.2 to 1.4 calls per user per month. If we employ 1,000 employees, we are probably receiving about 1400 calls per month. If we bring the speed within which we answer calls up, we could then have one of our analysts do something else with their time. We should expect 90% of to be resolved when received. John asked us, “If you met your CEO in the elevator and he/she asked you how everything was going, what would you answer?” The reply was that we should be concentrating our answer on $ value provided by our organization. For example our answer could include, “I spent ----- and produced this much profit for you by: (action).” To make our group more efficient we should implement the following action plans: Determine which type of calls are escalated and what kind of training will help out to resolve these calls faster. Set up a lab to simulate problems. Set up proprietary software and have our developers train our staff. Keep documentation at staff desks. Do trend analysis and root call analysis. By implementing proactive actions, we should reduce/resolve more quickly the number of calls received. If we then resolve calls before we get them, we will definitely reduce the number of calls received. How will we explain this? We will reply that calls are now more complex. John asked how many attendees keep utilization rate figures. What is the busiest time of day for the Help Line? How much time is spent on the phone? Is there follow up, training. He suggested that we run customer surveys and ask the client if the consultant has enough technical skills. Circulate the customer surveys enterprise wide. Survey people who use Help Desk no more than once a year and ask why. Perform transitional surveys. Don’t overdo it. Complete less than five surveys per year. Create scripts for our agents so that all agents will answer the phone the same way and make the last question asked, “Was this customer satisfied with the resolution they got.” Clearly define which Help Desk issues save your company money. For example, in John’s company, international calling cards weren’t working. Identification of the issue caused the company to return the cards and receive refunds from the issuing company. Be sure to develop SLAs and meet customer expectations. Assign one staff member to QA to monitor the escalation process. This interactive session was enjoyed by all that attended. John did an excellent job and we look forward to having him back again in the future. **** The officers for 2002-2003 were also ratified at this meeting. They are: President: Robin Whitman Treasurer – Susan Coffey VP Hospitality – Lissa Pendleton VP Membership – Chuck Kelley VP Communications – Kim Rizzitano VP Programs – Clai Marshall Webmaster – Carl Fink HDI-NE Home Page Underwritten by GroupSoft Systems, Inc. HDI-NE Chapter is solely responsible for the content of this site. |