Yulia Sinyanskaya "Effective Tech Support: How to keep up with KPIs"
- 1. 0 Yulia Sinyanskaya Business Support Lead SUPNET 2016 Effective Tech Support: How to keep up with KPIs
- 2. 1 Meet Parallels Support Team Social Media Support • Parallels FB page • Parallels Twitter account • Parallels Forum Consumer Support • Parallels Desktop • Parallels Toolbox • Parallels Access Business Support • Parallels Remote Application Server • Parallels Mac management • Parallels Mobile Device Management
- 3. 2 “What gets measured gets managed,” Peter Drucker, America’s father of management philosophy
- 4. 3 Why are you reporting? To provide great service to your customers. “Metrics only tell you where to look for the story, they don’t tell you the story itself,” Bill Bounds, Consultant and Coach for the modern Customer Service world
- 5. 4 What makes a good metric?
- 6. 5 Meaningful IRT (Initial Response Time), hrs VSAT (Very Satisfied), %80% 120´
- 7. 6 Contextualized 0% 20% 40% 60% 80% 100% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 0 50 100 150 200 250 300 350 400 450 tickets volume IRT
- 8. 7 Moveable
- 10. 9 Consistent • Weekly (4 weeks) • Monthly • Quarter to Quarter • Year to Year
- 11. 10 Getting every department in the company to be responsible for some customer-focused KPI. Every team in the company needs to know the impact that they have on customers, so in order to build that mindset, they need to be measured on it.
Editor's Notes
- #4: But what nobody can’t do is tell you what matters most to your company. So of all those options, what should you measure and how should you report on it? Don’t waste your valuable time compiling reports that provoke no questions and generate no action.
- #5: But what nobody can’t do is tell you what matters most to your company. So of all those options, what should you measure and how should you report on it? Don’t waste your valuable time compiling reports that provoke no questions and generate no action.
- #7: They should tie back to something your company wants to achieve. For example, when your goal is highly responsive support, time to first response is an ideal metric. Resolution time may not matter. IRT, VSAT
- #8: Numbers in isolation can be stripped of meaning, so provide them in context. IRT/ART + Volume Chart (graphic)
- #9: You should measure things on which your team can have impact. In Taylor Morgan’s words, “If there are metrics that aren’t moving, or we feel like they aren’t important, we just drop them.” KCS: PR, MR Utility: Picture – nice try/getting to the goal
- #10: Your reports must tell a true story. It’s possible to use real numbers to send a misleading message. Be honest even when it hurts.
- #11: The trends over time are usually more important than specific data, and looking back over a quarter or a year can give you some fantastic insights and encouragement. 4 weeks Q to Q Y to Y Calendar + text