Use monthly reports to evaluate and compare monthly activities and high-frequency problems as well as to track cost reduction and call avoidance measures. For example, you could identify a piece of hardware that is breaking down on a regular basis and proactively replace the hardware. At a minimum, track:
- Costs per user
- Calls per user
- Cost per call
- Abandon rate
- First call resolution
- Calls by type
- Call volume by day and time
- Calls by agent
- End-user satisfaction
Do not just produce reports; use and analyze the reports to take actions to reduce your support costs. Getting trends on calls allows you to determine root causes and proactively solve issues. Also, use reporting metrics to view staff performance.
Knowledge Management and User Self-Service
Creating a database of frequently needed solutions and workarounds assists help desk agents to be more productive by quickly solving the same problems over again. Use resolution templates and scripts to address recurring problems, or better yet, fix the root cause of the those problems. Providing users with access to this database of knowledge management empowers employees and helps them solve their own problems, thereby reducing calls and costs. Through interviews, some companies report that self-service capabilities allowed them to reduce calls by 10 percent. If the cost to service a person with self-help is 15 to 20 percent of the cost of traditional calls, it results in an overall cost savings for the help desk of 8 percent. Self-service solutions must be easy to use, easy to navigate, easy to understand, and quick They need to be faster than picking up the phone and making a call to the help desk. To generate savings, publicize self-service tools and options.
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