Are
Enterprises Ready to Invest Seriously in Voice Self-Service Solutions?
E-Mail
as Costly as Telephone Support
Collections
Experience Enhances Consumer Lending Decision Making and Boosts
Yields
Automation
of Service Business Delivers Competitive Advantage
IT
Managers Believe Order Fulfillment Is Key to Excellent Customer
Service
European
Banks Drive Customers to the Internet Channel
New
Study Identifies Successful Strategies for Implementing Local E-Government
45
Percent of U.S. Adults Will Be Using E-Billing and Payment Applications
by 2005
Annual
Study Provides a Comprehensive Look at Support Center Operations
Customers Tell Businesses:
Deliver Quality Service-or Else
IDC
Predicts Growth for Singapore Telecom Services
Permission
Email Programs Positively and Negatively Influence Customers' Brand
Perceptions
VoIP
Services Lag, But Cable Telephony Subscribers Continue to Increase
Spending
on STP and Front-to-Back End Integration Delayed by Financial Institutions
in Western Europe
U.S.
Small and Medium Business Spending on IT Security will Reach $1.4
Billion in 2002 |
Annual
Study Provides a Comprehensive Look at Support Center Operations
Help Desk Institute (HDI), released the findings of the HDI 2002
Practices Survey. The study provides a comprehensive look at support
center operations – from demographics, to tools and technologies,
service level agreements, electronic and voice support, service
requests and incidents, statistics and measurement, personnel, staff
and training, and customer relations, and includes historical comparison
and trending data.
Key findings include:
- 43% of those surveyed operate two or more support centers (an
increase from 34% in 2001).
- 36% support more than one country, and nearly 25% operate global
support organizations.
- 50% support internal as well as external customers.
- 42% reported some involvement with CRM projects, up from 33% in
2001.
- The median cost per incident via phone, e-mail, and self-service
was $25, $16, and $5, respectively. This cost differential has driven
many support organizations toward self-help technologies. Phone
support continues to be the highest cost alternative.
- Incidents logged either via email, or by customers directly into
the call management system are responded to in 30 minutes.
- Self-service technologies represent the biggest area of growth
in technology usage
- 24-hour/day support grew to 31%, due to increased use of mobile
technologies and outsourcing.
- Most organizations have acquired automated problem tracking systems
– the top five vendors mentioned: Remedy ARS, FrontRange Solutions¹
HEAT, Network Associates Magic TSD, Peregrine Service Center and
Tivoli Service Desk.
- Soft skills, including listening, verbal skills, and telephone
customer service skills were noted as the most important skills
for support analysts. There was also an increased ranking over previous
years in the value placed on writing skills – driven by the
increased use of chat, instant messaging and email.
HDI conducted the survey in June 2002. Participants included HDI
membership (66%) and other visitors to HDI’s website (34%),
with a total of 748 companies completing the survey. This year’s
survey contains new metrics and historical views to compare trending
and practice shifts.
|
Products & Services 
