Posted: Thu Sep 25, 2008 6:47 am Post subject: An industry standard for threshold?
What I am looking for is any insight into what is an industry standard (if one exists) to outsourced Service Desk / Help Desk. Here is an example of what I am looking for advice on:
Client buys 200,000/yr, lets say that breaks down to 547/day.
Provider has an obligation to be equipped to answer those 547/day + reasonable threshold (for both client & provider) as we all know those calls wont come in evenly each day.
Right now I sit somewhere in the threshold being built off of an increase by percentage of that daily 547 expectation in the 5%-30% range, so 547*10% = 602 calls a day would be what the provider needs to equipped to fulfill outside of that an exemption for that day is given to the engagement and is subsequently removed from counting against the provider.
Agreed, all thresholds are relative and therefore absolute volume figures miss the point.
It's up to you and your organisation to decide what gives you enough flexibility, but as a customer I'd have thought your contract would be best focusing on giving you flexibility. Basing the service on % KPIs (as Viking said) will take into account that some calls take longer than others and/or more resources. If you buy 547 calls a day but they're mostly password resets, then you're probably paying massively over the odds, and that's a far greater insight into value for money.
If that's what you're getting at...?
UJ _________________ Did I just say that out loud?
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