HDI Community Blog:
Sophie Klossner, Membership/Local Chapter Director
Information taken from HDI’s magalog January to June 2010
Support Center Managers and Directors need to stay current with industry practices in order to identify service improvement opportunities. The support industry runs on metrics! Numbers are the name of the game. Determining headcount, budgets, new technology, and how your business model is reported to your company.
From the HDI Magalog I found these numbers to be very interesting:
63% of support centers currently use Knowledge Management software and 20% are planning to add it. More than 26% are calling it their primary process implementation this year!
Approximately 65% of problems are resolved on the first call.
70% of support center calls are answered in 30 seconds or less
Phone and email continue to be the most popular vehicles for receiving incident reports.
For United States support centers desktop support has the highest average fully loaded cost per incident at $32
Followed by: $24 Walk up — $22 Phone — $21 email
HDI is currently taking surveys for our Practices and Salary Report for 2010. We would love your input. Check it out at: http://vovici.com/wsb.dll/s/e3cg440cb?paction=resume&index=0
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