[160831] in North American Network Operators' Group
Re: Quantifying the value of customer support
daemon@ATHENA.MIT.EDU (Joshua Goldbard)
Thu Feb 14 16:10:30 2013
From: Joshua Goldbard <j@2600hz.com>
To: Kasper Adel <karim.adel@gmail.com>
Date: Thu, 14 Feb 2013 21:09:11 +0000
In-Reply-To: <CALb2afMLAgwtOvRLG3TD59E2Xk+oS3+Vx_f5i9y9cJdqeRgwSQ@mail.gmail.com>
Cc: NANOG list <nanog@nanog.org>
Errors-To: nanog-bounces+nanog.discuss=bloom-picayune.mit.edu@nanog.org
Hey,
So usually this is done by the business unit leaders. At AT&T people used t=
o call it "pushing the wastebasket". The idea is that each department runs =
as a separate business and in order to evaluate the business you debit and =
credit departments as if they were counterparties in a trade. Someone usual=
ly ends up on the outside looking in.
Typically, for call centers, this evaluation is done on a cases handled ver=
sus calls placed manner with time/$ values associated with every ticket.
Tier 2 support costs more per person than tier 1. If tier 2 doesn't actuall=
y speed or reduce call traffic, there's no point in having a tier 2. Now, a=
s one might imagine, there is a great deal of subjectivity in these numbers=
. Many teams try to tackle this by dividing salaries by hours on the phone.=
This can hide a lot of the value of tier 2 as the whole point is to elimin=
ate extra time someone would've spent in tier 1 looking for the answer.
Your challenge is to quantify how much time you're saving and multiply it b=
y your salary per hour number.
That's a good place to start.
Cheers,
Joshua
Sent from my iPhone
On Feb 14, 2013, at 12:59 PM, "Kasper Adel" <karim.adel@gmail.com> wrote:
> Hello,
>=20
> We are a 2nd level of escalation in a service provider, trying to put a $
> value on the support we give to our NOC and other implementation teams,
> when they email us about problems they face. But we are merely bits and
> bytes engineers that cant quantify and justify the value of what we do to
> the management team. I guess these smart suits want to see an excel sheet
> with a table of how much they save or gain by the support we do. We respo=
nd
> to technical questions and simulate problems in a lab.
>=20
> Can anyone help me with an idea or any material i can reuse? Templates? H=
as
> any one been in a similar situation.
>=20
> Thanks
> Kim
