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Help Desk Institute Releases 2002 Practices SurveyAnnual Study Provides a Comprehensive Look at Support Center OperationsColorado Springs, Colo. – October 15, 2002 – Help Desk Institute (HDI), the world's largest industry association for help desk and support professionals, today released the findings of the HDI 2002 Practices Survey. The study provides a comprehensive look at support center operations – from demographics, to tools and technologies, service level agreements, electronic and voice support, service requests and incidents, statistics and measurement, personnel, staff and training, and customer relations, and includes historical comparison and trending data. Key findings include: · 43% of those surveyed operate two or more support centers (an increase from 34% in 2001). · 36% support more than one country, and nearly 25% operate global support organizations. · 50% support internal as well as external customers. · 42% reported some involvement with CRM projects, up from 33% in 2001. · The median cost per incident via phone, e-mail, and self-service was $25, $16, and $5, respectively. This cost differential has driven many support organizations toward self-help technologies. Phone support continues to be the highest cost alternative. · Incidents logged either via email, or by customers directly into the call management system are responded to in 30 minutes. · Self-service technologies represent the biggest area of growth in technology usage · 24-hour/day support grew to 31%, due to increased use of mobile technologies and outsourcing. · Most organizations have acquired automated problem tracking systems – the top five vendors mentioned: Remedy ARS, FrontRange Solutions¹ HEAT, Network Associates Magic TSD, Peregrine Service Center and Tivoli Service Desk. · Soft skills, including listening, verbal skills, and telephone customer service skills were noted as the most important skills for support analysts. There was also an increased ranking over previous years in the value placed on writing skills – driven by the increased use of chat, instant messaging and email. HDI conducted the survey in June 2002. Participants included HDI membership (66%) and other visitors to HDI’s website (34%), with a total of 748 companies completing the survey. This year’s survey contains new metrics and historical views to compare trending and practice shifts. “HDI's 2002 Practices Survey is the definitive resource for industry comparison trending as well as valuable statistical information for support center managers and the vendors that serve the support community. Managers can use this valuable tool throughout the year for perspective on assembling ROI for business decisions, tools selection, staff planning and justification as well as new product and service planning,” commented Char LaBounty, president LaBounty & Associates, and chair, HDI Strategic Advisory Board. “The Practices Survey is just one of the ways we serve our members,” added Ron Muns, founder and CEO, HDI. “It is a useful tool that provides guidance to support managers who want to compare their practices, tools and metrics to those of their peers. It also assists vendors of technology products or services by identifying trends that are helpful in future product planning.” Pricing and Availability The HDI 2002 Practices Survey is available via the HDI eStore (http://www.thinkhdiestore.com), or by calling (800) 248-5667. HDI Member Price: $95.00; Non-Member Price: $195.00. Media and analysts who like a complimentary copy of this report should contact Jen McClure, Albrycht McClure & Partners (510) 796-1475 or via email at jenm@albrycht-mcclure.com. About Help Desk Institute Help Desk Institute (HDI) is the world's largest industry association for help desk and support professionals. HDI's mission is to lead and promote help desk and support professionals by empowering its members through access to timely and valuable industry information, encouraging member collaboration, and establishing open standards, globally recognized certification and training programs. In addition to membership, certification, and training, HDI produces the highest-rated industry event, the HDI Annual Conference and Expo, for help desk and support professionals. HDI is member-focused and remains vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association network. Membership exceeds 7,500 with members from every continent worldwide. To become a member, or to obtain further information on HDI programs, visit the HDI Web site at www.thinkhdi.com. Editorial Contact: Jen McClure Albrycht McClure & Partners 510-796-1475 jenm@albrycht-mcclure.com top of page |
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