6.0 Performance Results Flashcards
6.1.1 - Define Metric
A metric in support is any measurement of performance or efficiency. A metric is a measure of an organizations activities and performance as it relates to the management of a process, IT service, or activity.
6.1.2 - Identify type of metrics
> Performance indicators are measures of performance
> Key performance indicators (KPIs) are a measure of progress toward achieving one’s goals and objectives. KPIs are specific to the goals of the organization
6.1.3 - Describe the importance of using metrics
Capturing support center metrics allows and organization to:
> Specify required performance levels
> Track individual and team performance
> Plan for headcount
> Allocate resources
> Identify the need for service improvements
> Acknowledge success and accomplishments
> Identify required resources for staffing and scheduling
> Determine the schedule
> Measure analyst performance
> Understand overall organizational performance
6.1.4 - What are the common measurements used in the support center
Common measurements used in the support include:
- Abandon Before Answer (ABA) (i.e., abandon rate)
- Average Speed to Answer (ASA) (sec/min)
- First Contact Resolution (FCR)
- First Level Resolution (FCL)
- Average Handle Time (AHT)
- Availability
- Occupancy
- Utilization
- Average Hold Time
- Incidents Handled and Closed per Analyst (#, %)
- Incidents by Priority/Severity/Type or Category (#, %)
- Customer Satisfaction (%,X/Y)
- Employee Satisfaction (%,X/Y)
- Unit Cost—$ per incident, $ per analyst, $ per desktop
6.1.5 - Describe common support center metrics and their purpose
-Abandon BeforeAnswer (ABA): The percentage of customers that terminate a call (i.e., hang up) before
the call is answered. ABA is a leading indicator that is used to manage staffing levels and scheduling.
-Average Speed to Answer (ASA): The average amount of time that a customer is waiting in a queue before the call is answered. ABA measurements are leading indicators that are used to evaluate and adjust staffing and scheduling levels.
-First Contact Resolution (FCR): The percentage of incidents resolved upon
initial contact with the customer. The FCR rate is a leading indicator used to measure the knowledge level of the analyst and to measure the relative complexity of incidents.
-First Level Resolution (FLR): The percentage of incidents resolved at first level, not on the initial contact, yet within an established timeframe after research or additional work is conducted. The
incident has not been escalated to another tier group for resolution.
-Average Handle Time (AHT): The average time an analyst spends handling an incident or service request. AI-IT includes the talk time with the customer, any hold time, and after contact/call work (wrap-up time or ACW). AHT can be used to understand the complexity of requests and is a key component when calculating staffing and training needs.
-Availability: The percentage of total time the analyst was logged in and available to take or make calls. Availability is a leading indicator that is used to
measure the analysts productivity and that of the support center.
-Occupancy: The percentage of total time an analyst is logged in handling or waiting to handle a contact. This includes talk, hold and after contact work.
-Utilization: The total percentage of actual time an analyst spent handling
customer incidents or service requests.
-Average Hold Time: The average amount of time that a customer is on hold (after the call is answered) and not speaking to an analyst. Hold time is a leading indicator used to evaluate staffing and scheduling.
-Number of lncidents Handled and\or Closed by Analyst: The total volume
of incidents or service requests in a given time period. This is used for
capacity and resource planning.
- Number of Incidents by Priority, Severity, Type, Category: These are used to determine if issues are being handled in accordance with priority levels and escalation policy. This enables an assessment of trends and identification of root causes.
- Customer Satisfaction: The ultimate lagging indicator, and a key measure of the support center’s effectiveness.
-Employee Satisfaction: Another important lagging indicator, employee
satisfaction is often measured through
employee surveys, and impacts the ability of the support center to deliver high-quality services.
-Unit Cost: The per-cost incident of the support center’s operations (including
people, infrastructure, and overhead). Cost per incident is a measure of the
support center’s cost-effectiveness.
-6.1.6 Describe the impact if the average speed of answer (ASA) rate is higher than expected
A high (long) ASA rate indicates that customers are waiting longer than expected. This results in:
- frustrated customers
- lower customer satisfaction
- higher abandoned call rate
