Metrics that Matter: Productivity

Presented by

Jeff Rumburg, Managing Partner at MetricNet

About this talk

Agent salaries and benefits represent more than half of all service delivery costs. As a result, if agent utilization is high, cost will be correspondingly low. Conversely, when agent utilization is low, agent costs, and hence cost per contact or cost per ticket, will be correspondingly high. Just as world-class service delivery organizations are obsessive about maintaining high customer satisfaction levels, they are equally committed to keeping their costs in check. They do this primarily by maintaining tight control over agent utilization. This has the effect of minimizing cost per contact and cost per ticket. That said, extremely high agent utilization can actually increase your costs by driving agent turnover and absenteeism higher. Whenever agent utilization rates approach 60–70 percent, a service desk will experience relatively high agent turnover because they are pushing the agents too hard. Extremely high utilization leads to burnout, higher turnover, higher absenteeism, and lower morale in the service desk. Learn how to capture and calculate agent utilization in this new MetricNet webcast! Additionally, Jeff Rumburg will reveal why this KPI is so important, share the key drivers of agent utilization, and provide benchmarking ranges for this critical KPI.

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MetricNet is the global leader in IT Service and Support and Contact Center benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016, 2017 and 2018, and has served on HDI’s strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.