14 April

How Remote Support can Reduce Volume for the Service Center

Last week the Bureau of Labor Statistics released the June jobs report, which showed continued hiring gains capping the highest six months of job growth since 2006. This has resulted in an unemployment rate of 6.1%, the lowest level since September 2008.

The increase in hiring has obvious impacts to IT organizations who have to equip and setup new employees, and deal with supporting more users and their BYO devices. Many IT departments are themselves trying to hire new employees to keep up with the demand, but finding it difficult to find qualified candidates. Now more than ever, IT organizations need tools and processes that can help extend support while also reducing costs.

A recent HDI survey of desktop support organizations showed that:

  • 54% of desktop support groups have seen increases in ticket volumes over the last year.
  • Of the organizations that saw a decrease in volume 33% attribute Remote Support as a key driver of the decrease in volume. 
How does remote support assist in lowering volume?

Effective remote support tools can reduce overall work volume by improving first line resolution and reducing escalations to other tiers. When you think of the standard phone interaction, a lot of time is spent determining the core issue. When the agent has to rely on verbal information from the end-user, it’s difficult to pinpoint exactly what the issue is, which leads to unnecessary escalations and delayed resolutions. More than 20% of desktop support organizations stated in the HDI survey that 30% of escalated issues could have been resolved by Tier 1. That is a substantial percentage of issues where resolution was delayed, impacting both costs and customer satisfaction.

With remote support tools the agent can quickly see exactly what the customer sees and troubleshoot in real-time to accurately determine the core issue and root cause. They also can utilize tools such as canned scripts to resolve a greater percentage of issues (malware, etc.) which significantly reduces troubleshooting time and incorrect resolution and escalations.

Remote support tools can also help you drive improvement in first contact resolution for issues that actually do need to be escalated. Advanced remote support solutions allow first tier technicians to invite SME’s into a remote session, so they can collaborate in real-time without “handing off” the customer.  This greatly improves efficiency and reduces the percentage of issues sitting in an escalated queue. By giving your first line employees the tools to resolve more issues and reducing the time it takes to bring in SME’s, you automatically see an increase in first contact resolution for your center.

If you implement processes to drive improvements in accurate first line resolution and first contact resolution you will see decreases in volume as the need for the customer to call back or for higher skilled agents to follow-up is reduced.

Additional benefits of remote support
  • If you resolve more of your issues in the first tier, your costs are reduced. Reducing even small percentages of your escalated issues has a great impact on your cost per interaction.
  • If you drive improvements in first contact resolution and get issues resolved quicker for the end user, customer satisfaction scores will rise.

If you integrate your remote support solution with your ticketing system, all the details of the interaction are automatically included in the ticket. This reduces after call work time spent documenting the issue which increases your agents’ capacity to handle more volume.