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Manage What You Measure
When is the last time you took the legal helpdesk’s pulse and got a sense of user
vitals? How quickly are support tickets being resolved? What are the top ticket
categories and why? What effect do major software conversions have on staffing and
service quality? While gaining access to such data assumes use of helpdesk software
and reporting technology (homegrown or third party), there’s no excuse for turning
your back on benchmark data.
Introducing ... the User Support Guru Guide, 2nd Edition
The original Guru’s Guide, launched in August 2010 and including 600,000 analyzed
tickets, was followed up in January 2011 with a 30 city ‘Become a Helpdesk and Deskside
Support Guru’ roadshow co-sponsored by the International Legal Technology Association
(ILTA). The data and statistics included in the 2nd Edition Guru’s Guide represent
over 1.2 million service desk tickets closed across a variety of law firm sizes,
locations, and hardware and software configurations during the period of January
1, 2010 – June 30, 2011.
The Guru Guide,
2nd edition, includes the following:
- Top ticket categories: Over 42% of 1.2 million service desk
tickets logged are specific to various versions of Microsoft Office, 20% of those
are specific to Microsoft Outlook. 14% of all helpdesk calls, pertained to various
firm document management systems;
- Increase in Microsoft Office 2007 tickets: Microsoft Office
2007 calls currently account for 51% of all Microsoft Office calls, compared to
22% for the same period 12 months earlier;
- Conversion & upgrade impact on the service/helpdesk: Conversions
cause a significant increase in volume and add additional strain to existing resources,
systems, and service quality. Based on Guru data, ticket volumes increased by 42%
during firm-wide upgrades (average tickets per user per month increased from 2 to
2.85 during rollouts) and took an average of 90 days to return to pre-conversion
levels;
- Live rates: Pre-conversion, the overall live rate is 93%. If
staffing is kept the same during conversions, live rate drop by 25%. On a related
note, “average wait time in the queue” jumps from 10 seconds to 81 seconds;
- Tickets by origin: How are users reaching out to the service
desk? 70% used the phone and 27% sent an email describing their technology issues
however it seems email is far less efficient for both the user and the service desk:
86% of live (phoned-in) service desk tickets are resolved in that first contact
whereas only 7% of email tickets can be resolved in one single contact. Data indicates
that, on average, tickets created via Email have a lifespan 6 times longer than
those originated by telephone;
- Tickets by weekday: Based on 1.2 million analyzed
tickets, Tuesday sees the highest call volume (20.52%) and Friday (16.81%) the lowest;
- User support satisfaction: Based on 102,000 end-user responses
collected over the 18 month measurement time frame, 98.7 indicated ‘excellent’ or
‘good’ user satisfaction ratings with the outsourced service desk. How does that
compare to internal service desk satisfaction?
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