• Giva Global Sites
    • Europe
    • Asia Pacific
    • Middle East
1-408-260-9000 Giva on Twitter Giva on Google+
Giva
  • The Giva Difference
    • Overview
    • IT Help Desk Reports
    • Customer Service Reports
    • Dashboard
    • Intuitive Design
    • Highly Customizable
  • Products
    • Customer Service
    • IT Help Desk
    • Asset Management
    • Knowledge Management
    • IT Change Management
    • Service Desk
    • Mobile
    • HIPAA Compliant
    • What's Coming
  • Customers
    • Case Studies
    • Compare Giva
    • Testimonials
  • Whitepapers
    • Avoid Buying Mistakes
    • Ask Vendors These Questions
    • IT Help Desk Best Practices
    • Customer Service Best Practices
    • Healthcare Whitepapers
    • Law Firm Whitepapers
Pricing
Start Free Trial
Avoid Mistakes When Buying Any Software Or Cloud Services
Questions To Ask Software Or Cloud Vendors
IT Help Desk Best Practices
Customer Service Best Practices
Healthcare Whitepapers
Law Firm Whitepapers
Compare Giva
Help Desk Glossary of Terms

Methodology for Optimizing Help Desk & Customer Service/Call Center Staffing to Save Money

Optimizing staffing levels will save money

Methodology for Optimizing Help Desk & Customer Service/Call Center Staffing to Save Money
 
Read Full Whitepaper
Download Whitepaper
 
View Product Info

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

 
 

Additional Whitepapers

IT Help Desk Whitepapers

  • Help Desk Best Practices - What Features and Functions You Should Look For in Help Desk Software
  • How to Leverage Metrics & KPIs to Reduce Call Volume
  • Implementing Service Level Agreements - IT Service Desk - The critical element in service delivery
  • Sample Service Level Agreement (SLA)
  • Service Desk/Help Desk Best Practices Assessment Questions
  • Help Desk Staffing Models - Simple Analysis Can Save You Money
  • How Does Your Help Desk Measure Up? - A Help Desk can cut costs and enhance productivity. Is yours meeting the mark?
  • Knowledge Management Return On Investment (ROI) Overview
  • Ten Tough Questions to Better Qualify Any Software or Cloud Vendor - Part 1
  • Ten Tough Questions to Better Qualify Any Software or Cloud Vendor - Part 2
  • Ten Tough Questions to Better Qualify Any Software or Cloud Vendor - Part 3
  • 40 to 80 in No time Flat - Proven Techniques to Drive First Call Resolution
  • The Value of Surveys
  • Tired of the Same Old Song? Crank Up Your Help Desk ROI
  • Considerations for Outsourcing: Service Desk - A guide to improving your Service Desk and Service Delivery performance through outsourcing
  • Save Money With a Cloud Application
  • Looking Beyond the Sticker Price - "What it really costs to operate a call tracking system" - Summary of Acquisition and Lifetime Costs
  • How to Successfully Implement & the Benefits of Customer Logging of Service Requests
  • Giva eChangeManager ITIL Compliant Workflow Approval Process and Automated Notifications
  • First Call Resolution Calculator Excel Tool
  • What Are Giva License Options? How Do They Work?
  • Ten Ways IT Infrastructure Library® (ITIL) Can Improve Information Security
  • Interview Question and Answers for Any Job Candidate
  • Giva Cloud Help Desk Quick Reference Guide
  • Help Desk Glossary of Terms
  • Giva HIPAA Compliance Documentation
  • Why the Cloud is Taking Over Traditional IT Systems?
  • Why HIPAA Compliance Should Be Applied to Other Industries to Increase Security
  • Why Encourage Negative Feedback to Make Customers "Sticky"
  • Reasons to Keep Change Management in a HIPAA Compliant Cloud
  • Important Questions to Ask When Negotiating Software License Agreements
  • How to Inspire the Mind of IT Company Leaders
  • How to Inspire the Mind of a Company Leader
  • How to Get Senior Leaders on Board with Purchasing New IT Help Desk and Customer Service Software
  • How Does the Cybersecurity Information Sharing Act (CISA) Impact the Hospital and Healthcare Industry
  • How Can IT Infrastructure Library (ITIL) Improve Information Security
  • Healthcare Industry Best Practices for Cloud Security and Transparency
  • Healthcare Data Breaches on the Rise - Implications and Solutions
  • 5 Pitfalls to Avoid When Buying Cloud Software
  • Customer Escalations - Why You Should Reward Customers Who Complain
  • Common Challenges for Private and Public Cloud Environments
  • A Step-by-Step Guide to Choosing Help Desk Software
  • 13 Ways to Develop Your Company's Help Desk Best Practices
  • 5 Ways Every Leader Could Benefit From Meditation and Mindfulness
 

Download Whitepaper

Thank you for selecting:

Help Desk Staffing Models - Simple Analysis Can Save You Money

 

Please fill out the following information to receive your whitepaper:

 

Personal Information

NOTE: Please use your company email address. We do not accept non-corporate email addresses.

 

Professional Information

 

I am interested in the following areas. Check all that apply:

 

Per the Giva Privacy Policy, we will not share your information.

 

Request Submitted

Your information has successfully been submitted! Thank you.

The information requested will be sent within 24 hours. Please add the domain givainc.com as a trusted sender in your email program so you will receive the information just requested.

Share this whitepaper!

Our customers like to speak about their experiences with Giva. Please listen to them speak about their business results. Click on
https://www.givainc.com/case-study/.

Giva, Inc. is an industry expert and provider of Customer Service, Help Desk, Knowledge Management and Change Management software. When you need an expert, call us at +1.408.260.9000 between 6:00 AM and 5:00 PM Pacific Time Monday through Friday.

Submission Error

An error has occurred.

Our apologies, but an error has occurred. Please try again later.

Giva, Inc. is an industry expert and provider of Customer Service, Help Desk, Knowledge Management and Change Management software. When you need an expert, call us at +1.408.260.9000 between 6:00 AM and 5:00 PM Pacific Time Monday through Friday.

The Giva Difference
  • Overview
  • IT Help Desk Reports
  • Customer Service Reports
  • Dashboard
  • Intuitive Design
  • Highly Customizable
Products
  • Customer Service
  • IT Help Desk
  • Asset Management
  • Knowledge Management
  • IT Change Management
  • Service Desk
  • Mobile
  • HIPAA Compliant
  • What's Coming
Customers
  • Case Studies
  • Compare Giva
  • Testimonials
Whitepapers
  • Avoid Buying Mistakes
  • Ask Vendors These Questions
  • IT Help Desk Best Practices
  • Customer Service Best Practices
  • Healthcare Whitepapers
  • Law Firm Whitepapers
Company
  • Contact
  • About Giva
  • Blog
  • Giva Labs
  • News
  • Partners
International
  • Europe
  • Asia Pacific
  • Middle East
Giva Logo
Privacy Policy | Terms of Use | © 2018 Giva, Inc. All Rights Reserved. +1-408-260-9000
Giva on Twitter Giva on Google+