September 2001 Meeting Recap

          Recap of September 12, 2001 Meeting

          by Maris Bergeron

          What a way to start our Year! Ron Muns, Founder and CEO of the Help Desk Institute was our first guest speaker of the season. Although he was unable to be with us in person due to the unfortunate circumstances of September 11, the meeting was well attended and today’s technology saved the day. Ron was able to conference call on speakers direct from his living room in Colorado Springs. Fortunately he was able to share his experience, his insights, and data from HDI’s most recent survey.

          The topic was: "Best Practices and Trends

          Following are some of the key points of his presentation:

          42% of Help Desk Centers are still using the word “Call” and “Support” in their names. Most Call Center members of HDI support technical departments while only 6% support services only.

          The majority of Call Centers are still in Information Services and Technology and report to executives. Whereas Call Centers of the past reported to Operations.

          7.4% of Call Centers report to executives outside Information Technology .

          65% of Call Centers fully respond to problem solving and 30% partially respond.

          44% of Call Centers perform upgrade installations and 36% perform partial upgrades.

          Only 29% of Call Centers fully use Knowledge tools although the willingness to use these tools is a growing trend.

          50% of all companies do not outsource. Most of those who do use outsourcing outsource hardware repairs with 6% outsourcing software and LANs.

          71% of companies WILL NOT outsource in the next 12 months.

          74% of survey respondents are at senior to executive level positions.

          18% of the survey respondents are front line staff members.

          22% said their budgets are increasing
          30% said there would be no change
          and 30% said their budgets are decreasing.

          People are expected to do more with less. Staff head count is up but not in proportion to budget.

          91.2 % of the respondents thought their image had improved.

          Everyone enjoyed this exciting, dynamic and interactive session. It was evident those in attendance would be looking forward to future meetings!



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