When the Tific team is developing ROI models for an Enterprise customer, the primary focus and big payback is derived through call deflection. At an average cost of $20 per call every issue/incident that is remediated without service desk involvement yields immediate and significant savings. But what about the hidden cost associated with Employee Productivity?
Cost savings for support automation is pretty straight forward when you consider the number of deflected calls or other support automation metrics like improved first call resolution and reduced call-handling time; but when it comes to measuring the benefits of support automation for day-to-day problems that affect employee productivity it gets a bit more challenging. Of course, you can easily calculate the time/cost associated with the phone call with an agent. But, this doesn’t take into consideration all of the downtime that the employee experienced leading up to that phone call.
Let’s take a typical example of a connectivity issue preventing one of your employees from accessing the internet and their email – as we all know its a showstopper in todays work environment. Initially he/she may not even realize there is a problem. Perhaps they are working in another application and just don’t realize that there are no new emails coming in until they attempt to send something. Now starts the process of trying to figure out what the problem is – do they have internet access or is it just the email server? Is it just the corporate network connection or a problem with the VPN? To help address the problem, they may call a colleague or depending on their level of connectivity, they may look to social media to see if others are having the same problem or search a knowledge base.
Recent studies indicate that once your employee has called in with a problem, they have already spent double or triple the amount of time that it will take to the agent to troubleshoot their issue once on the phone. If a typical support call takes between 8-10 minutes, this can mean that nearly a half hour of your precious employees time has been lost due to this issue – and that’s the average. For more complex problems, or reoccurring issues, lost employee productivity can mount up to hours or days over a year.
How can Support Automation help?
Establishing a level of support automation can dramatically cut down on this lost time. By proactively monitoring the state of the employee’s PC, intelligent tools can detect connection problems and direct the employee to a solution – or even fix the issue before the employee is affected.
Take the example above – the connectivity problem could easily be that the employee simply hasn’t logged onto the corporate VPN. All other internet related connectivity is working fine, but the corporate IM and Email client simply can’t connect. The Tific Support Automation Suite can be configured to check for problems like this, diagnose the problem and either prompt the user to establish the VPN connection as they attempt to send the email or automatically connect to VPN before the user runs into the problem.
Either way – you’ve deflected the call to the call center and you’ve saved productive work time for your employees.