Continuous Service Improvement (CSI)
- 1. 1 Continuous Service Improvement (CSI) Cleveland OH April 19th 2018
- 2. 2 AGENDA Voice Analysis Ticket Analysis Reconfiguring the Service Desk for client experience ACD Menu Pick Analyst specialization Career track Shift left opportunity Roadmap for improvement Q&A
- 3. 3 0 0 2 4 2 0 2 2 0 2 0 5 9 22 40 30 42 66 75 82 67 71 50 52 27 34 36 41 42 28 30 26 25 24 8 6 1 2 2 3 1 2 0 1 0 1 1 00 0 2 4 2 0 2 2 0 2 0 3 6 13 23 22 27 34 40 42 35 38 23 37 21 24 27 33 34 14 25 19 21 17 8 6 1 2 2 3 1 2 0 1 0 1 1 0 1.8 1.8 1.8 1.8 1.8 1.8 1.8 1.8 1.8 1.8 1.8 1.8 4.2 4.1 7.3 8.6 10.3 12.7 13 13 14 14 14 14 14 14 14 14 13.7 12 11.8 11 8.2 6.9 5 4.5 2.2 1 1 1 1 1 1 1 1 1.6 1.9 1 0 10 20 30 40 50 60 70 80 90 12:00 12:30 1:00 1:30 2:00 2:30 3:00 3:30 4:00 4:30 5:00 5:30 6:00 6:30 7:00 7:30 8:00 8:30 9:00 9:30 10:00 10:30 11:00 11:30 12:00 12:30 1:00 1:30 2:00 2:30 3:00 3:30 4:00 4:30 5:00 5:30 6:00 6:30 7:00 7:30 8:00 8:30 9:00 9:30 10:00 10:30 11:00 11:30 Offrd Calls Answd Calls Avg Staff Phone Calls Received, Answered and Average Staffing by Time of Day BEFORE
- 4. 4 2 1 3 5 3 2 2 1 2 4 2 5 10 12 13 30 57 60 51 47 46 46 32 38 30 31 32 31 30 28 22 30 26 15 11 8 6 5 2 2 3 0 1 0 2 1 2 3 1 1 1 1 1 1 1 1 1 1 1 1 5 6 12 15 17 18 19 19 20 20 20 20 20 20 21 21 21 21 19 17 15 13 7 7 5 3 2 2 1 1 1 1 1 2 2 1 0 10 20 30 40 50 60 70 12:00 12:30 1:00 1:30 2:00 2:30 3:00 3:30 4:00 4:30 5:00 5:30 6:00 6:30 7:00 7:30 8:00 8:30 9:00 9:30 10:00 10:30 11:00 11:30 12:00 12:30 1:00 1:30 2:00 2:30 3:00 3:30 4:00 4:30 5:00 5:30 6:00 6:30 7:00 7:30 8:00 8:30 9:00 9:30 10:00 10:30 11:00 11:30 Offrd Calls Answd Calls Avg Staff Phone Calls Received, Answered and Average Staffing by Time of Day AFTER
- 5. 5 692 710 602 33 38 896 726 685 655 580 36 42 960 601 569 638 638 43 48 772 672 644 570 551 24 44 851 645 593 693 704 0 200 400 600 800 1000 1200 Tickets By Day of Week
- 6. 6 Row Labels Count of Interaction Number information provided 5257 unsuspend/unlock 2700 password reset 1541 applied workaround 1148 reconfigured/balanced systems 1032 reset/reboot/recycle 999 cancelled 827 application software corrections made 569 (blank) 565 opened service request 318 hardware component repaired/replaced 247 could not duplicate 159 system software repaired/replaced 154 database corrections made 133 transferred 107 restored backup data 105 vendor resolved 28 duplicate ticket 26 documentation corrected 18 restored power 12 vendor service requested 7 training scheduled or provided 3 Grand Total 15955 Top Ticket Drivers
- 12. Customer contacts the Service Desk Voice Contact Electronic Contact ACD Menu Analyst Available? Hold Message & Music Voice Mail Analyst Reviews Ticket Analyst Answers Phone Listens Opens Ticket Solvable? Transfers Ticket to IT Staff Trouble Shoots Issue Consults Knowledge Base Remotes into System Delivers Service Hangs Up Tkt Closed Survey emailed Transfer Queues L2 IT Staff Review Ticket L2 IT Staff Deliver Service L2 IT Staff Closes Ticket Analyst May Call Customer Customer Abandons Call Yes No Total Tickets 15,100 16,001 15,865 14,038 16,779 Tickets transferred to L2 3,802 4,251 4,264 3,822 4,303 Tickets 11,298 11,750 11,601 10,216 12,476 FCR 74.8% 73.4% 73.1% 72.8% 74.4% ABR 3.8 % Phone Calls 14,432 14,856 14,121 12,886 14,216 4% 96% 2017 Jan Feb Mar Apr May AHT 6 min 40 sec No Yes Wait Loop Option for VM Round Robin ACW 18 Sec Answered 14,122 13,859 13,684 12,432 13,697 ASA 0:25 sec 0:76 sec 0:32 sec 0:33 sec 0:42 sec Electronic Tickets 662 702 744 618 732 Abandoned 310 997 440 444 519 Call Backs n/a n/a n/a n/a n/a SLA Goals: ASA = 30 sec ABR = 6% FCR = 65% FLR = Not Defined Desktop Tickets 1,879 2,057 2,233 1,774 1,991 L3 Tickets 1,923 2,194 2,031 1,774 1,991 Service Desk Process with Business Volumes
- 13. 4Q 1Q 2Q 3Q 4Q 1 Program ACD/IVR to route calls to Access and L1 Team 2 Integrate CISCO & Cherwell 3 Expand channel: phone, email, self service, chat 4 Configure People: Access Team, L1 LOB Team, L1.5 SME 5 Improve Tools: Remote Control for all devices 6 Enable Lync for all staff for peer assist 7 Create Training Videos & Knowledgebase Videos 8 Implement ACD/IVR phone survey 9 Cherwell email with link to self service video 10 Cherwell categorization for root cause analysis 11 Cherwell assisted routing for ticket transfer 12 Re launch IT Self Service Portal with videos 13 Implement people career path 14 Redo Performance Metrics and Daily Dashboard 15 Provide Analyst Metrics and Real time Board on Desktop 16 Department: Create Operational manual for ISO cert 17 Schedule of analyst tuned to call volume 18 New Employee Onboarding and provisioning 19 Start Analyst Training & Certification 20 Management - coaching and support team 21 Single Sign On and Standardized Hardware & Software