Giva Blog Categories : Insights For Customer Service Leaders

Keep Customers Happy- Measure Satisfaction

Going Beyond the Metrics Described in the SLA

The key to retaining customers is keeping them satisfied. To do that, you must go beyond the metrics described in the SLA. It is easy to get too focused on response performance when starting service level management. However, customers do not really care about the numbers. They want a help desk that addresses problems to their satisfaction.

Implementing customer satisfaction surveys demonstrates that you value your customers’ business and provides you with the information you need to continue to meet their needs. These surveys do not replace, but supplement the empirical numbers of service level agreement compliance reports.

This white paper illustrates how you can retain customers by measuring their satisfaction with your customer service management software. It also describes the strengths and weaknesses of different types of customer satisfaction surveys, such as periodic and incident surveys.

See https://www.givainc.com/wp/customer-satisfaction-surveys-customer-service-it-help-desk-software.htm and click “Download White Paper” to request this White Paper.

Total Cost of Ownership Help Desk Cloud Software

Compare alternatives based upon Total Cost of Ownership (TCO)

This white paper presents a framework for help desk and customer service/call center software vendor selection.

Acquisition cost is only a small part of the total cost of ownership (TCO) of help desk and customer service software. There are also significant lifetime recurring hard costs in personnel. All the costs to consider are discussed including a detailed breakdown of training costs, report creation, server requirements, web implementation, future customization, upgrades, network costs, etc.

Many help desk or customer service/call center software applications appear to be the same on the surface. Learn to ask the right questions that vendors hope you do not ask. This total cost of ownership (TCO) approach will allow you to compare products on an “apples-to-apples” basis.

See https://www.givainc.com/wp/tco-hosted-help-desk-software-compare.htm and click “Download White Paper” to request this White Paper.

Outsourcing IT Help Desk Whitepaper

Decrease capital, deployment, labor, operations, network, training and support costs

Are you interested in learning right now how much money Software-as-a-Service (SaaS) can save you on your help desk or customer service software?

According to Gartner Group, a global IT research firm, the annual cost to own and manage software applications can be up to four times the cost of the initial purchase. As a result, companies end up spending more than 75% of their total IT budget just on maintaining and running existing systems and software infrastructure. The number of software applications that a company may need are infinite. The resources to operate these applications however are finite.

The Software-as-a-Service (SaaS) revolution allows companies to subscribe to software applications and outsource operating the back-end infrastructure to the SaaS vendor. The SaaS vendor can do this much more cost effectively; providing significant overall cost savings for the company. SaaS can significantly decrease capital, deployment, labor, operations, network, training, support and intangible costs. As a result, companies can spread their IT budget across many more applications to support and grow their business operations which will in turn contribute to the bottom line.

This White Paper provides the reader with a comprehensive look at the Total Cost of Ownership (TCO) analysis any decision maker should complete before making a choice between a SaaS or a traditional software deployment.

See https://www.givainc.com/wp/outsourcing-software-as-a-service-saas-hosted-help-desk-customer-service-software.htm 

and click “Download White Paper” to request this White Paper.

IT Service Level Agreement (SLA)

Is Your Help Desk SLA Complete?

IT help desks and customer service organizations prepare service level agreements to detail the services provided to customers. SLAs describe how the work of the IT help desk and customer service organization is prioritized along with agreed upon response and resolve times.

For example, a Service Level Agreement (SLA) describes the factors influencing first level problem determination, such as:

  • Number of customers affected
  • Effect on business mission
  • Context of problem
  • Deadlines
  • Estimated solution time
  • Application involved
  • Frequency of problem
  • Customer’s sense of priority
  • Customer’s commitment level
  • Availability of workaround
  • Threat to data integrity or computer security

Tables used to define severity levels describe how calls are prioritized and the associated response and resolve commitments.

Request this sample service level agreement, which is consistent with help desk and customer service industry best practices. Be sure all relevant topics and details are included in your SLA.

See https://www.givainc.com/wp/slas-service-level-agreements-best-practices-example-sample.htm and click “Download White Paper” to request this White Paper.

ROI for Knowledge Base Cloud Software

Increased First Call Resolution Rate Lowers Costs

Knowledge Management is the ongoing process of capturing, optimizing, and delivering information. It is not a one-time purchase of a new support center tool. Therefore to calculate the Return On Investment (ROI), you need to evaluate the cost of implementation and the cost of management. Quantifying the financial savings benefits of a knowledge base can be difficult.

Most managers are able to forecast the costs, but struggle to forecast the savings. Companies struggle to put a value on customer satisfaction, job satisfaction, quality service, and the intellectual capital that is captured in the knowledge base. Before you can forecast an improvement using a knowledge base, you have to establish a baseline from which to measure.

This knowledge base white paper demonstrates how to calculate and quantify savings from:

  • Reducing the average call time in your call center
  • Increasing the first call resolution rate
  • Reducing the escalation rate
  • Reducing the training time of a new support person

See https://www.givainc.com/wp/knowledge-base-software-roi.htm and click “Download White Paper” to request this White Paper.

Service Level Agreements (SLAs) for Service Management

SLAs- Two-Way Accountability for Customer Service

A Service Level Agreement (SLA) is a type of service management system that establishes a two-way accountability for service, mutually agreed upon by customer and provider. It is really a contract that documents operational and interpersonal relationships, establishes mutual expectations, and provides a standard to measure performance. Organizations that have such systems in place achieve higher customer and employee satisfaction ratings.

This white paper explains how to get started in creating a Service Level Agreement and pitfalls to avoid. The following is the table of contents for the white paper:

  1. Service Goals
  2. Definition of terms
  3. Service delivery elements
  4. Escalation procedures
  5. Telephone, Web and Email response times
  6. First contact resolution by the Support Center
  7. Reporting methods
  8. SLA contract period
  9. Examples of cases by severity level and case type
  10. Sample of the customer satisfaction survey questions

See https://www.givainc.com/wp/implementing-service-level-agreements-slas-writing.htm and click “Download White Paper” to request this White Paper.

Benchmarks for Root Cause, SLA Compliance & First Call

Evaluate Your IT Help Desk or Customer Service Organization- Take a Quiz

According to the Help Desk Institute, help desk costs increase 10-20% every two years from:

  • Increasing complexity of new help desk & customer service software
  • Shorter life cycle of help desk & customer service software
  • Increasing customer use of help desks

To control costs and increase customer service satisfaction, take the short quiz contained in this white paper to assess how your help desk or customer service organization is operating. In addition, read about the best practices and benchmarks for common metrics like call abandonment and first call resolution rate.

By performing the root cause analysis described in this paper, one company found that new employees contacted their call center four times as often as other employees. After offering a 30-minute IT orientation to new employees, new user calls to the help desk decreased by 60%.

Performance goals are also important to establish: customer satisfaction, cost per call, call abandonment rate, service level compliance, first call resolution rate, and cycle time. Individual agents should be measured using calls per month, customer satisfaction, and first call resolution rate.

 

See https://www.givainc.com/wp/help-desk-performance-metrics-root-cause-first-call-resolution-call-abandoment.htm and click download white paper.

How To Optimize IT Help Desk Department Staffing

Optimizing staffing levels will save money

If you want to strike the balance between having sufficient staffing to react as needed and doing so economically, this white paper will be helpful. Industry studies indicate that 80% of a typical help desk budget is salary, so staffing appropriately has a major impact on the bottom line.

The common Erlang formulas from queuing theory fall short because of the wide diversity of help desk entry points (call, fax, email, web, walk-ins, and pages).

Using the detailed formulas and methodology presented in this paper, you will be able to calculate the relationship between staffing levels and customer support levels. First, the paper looks at call center flow models to see how the organizational structure affects costs and program performance. Secondly, call volume, time to process a call, and time to resolve a call are used to determine the average number of staff required for a given call volume. A 70% utilization rate is a good starting point, since the inflow of random calls requires some slack capacity.

This is an outline of the White Paper:

Call Flow Design - Understanding the Different Strategies

  • Gate Keeper Model
  • Call Sorting Model
  • Tiered Structure: Specialist Model
  • Tiered Structure: Generalist Model

Financial Impact of the Various Models

How Many Help Desk Staff Are Required For Your Call Volume?

  • Determining Direct Labor Requirements
  • Determining the Number of Potential Direct Labor Hours Available
  • Utilization Rate
  • Sample Formulas

Appendix A: Cost Calculations for Typical Call Flow Support Models

Appendix B: Gross Staffing Level Calculation Worksheet

See https://www.givainc.com/wp/help-desk-customer-service-staffing-level-model-optimization.htm

and click “Download White Paper” to request this White Paper.

Whitepaper: Customer Service Best Practices - CCI, SSPA

Customer Service Best Practices Increase Customer Satisfaction & Decrease Costs

This White Paper is a summary of Customer Service Best Practices from the following three authority sources: Customer Care Institute, Purdue University Center for Customer Driven Quality and the Service & Support Professionals Association (SSPA).

To improve, an organization must assess its current practices against those used in other organizations, or "best practices." Simply put, a best practice is the most effective way to get something done. These practices, processes, and procedures have emerged as proven models for the majority of organizations.

Customer service organizations must assess their competencies, find areas for potential improvement, and grow. A list of best practices that can be implemented and used in customer service software serves as the starting point for such an evaluation and improvement process. Use this list to reconsider what you are doing and why, and what you should be doing and when.

Some Customer Service Best Practices covered in the White Paper:

  1. Perform Customer Satisfaction Surveys on a Regular Basis
  2. Implement a Web-Based Knowledge Base Tool
  3. Implement Service Request Automation Processes in your Customer Service Software
  4. Use the Customer Service Software System to Increase Communications With Agents and Customers
  5. Implement a Customer Self-Help Portal Accessible 24 hours/day
  6. Use Real-Time Reports, Dashboards, Metrics and Analytics
  7. Use Real-time Reporting Features that Decrease Time Required to Prepare Reports

 

See https://www.givainc.com/wp/customer-service-best-practices-customer-care-institute.htm and click “Download White Paper” to request this White Paper.

IT Help Desk Cloud for Healthcare & Hospitals

Giva Service Desk Increases ROI on Healthcare Information Technology

Today, health systems, hospitals, health centers, physician practices and health information exchanges are deploying comprehensive, integrated healthcare information technology (“HCIT”) infrastructures. Giva provides hosted IT help desk, customer service and asset, change and knowledge management solutions tailored to support HCIT installations for:

 

See more at https://www.givainc.com/healthcare-it-help-desk-customer-service-saas.htm

 

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Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms