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Problem Resolution Ratio

By bill_weimer ·
My company uses a 3-tier support system in the IT department. Our manager feels that our tier 1 group should be resolving 80% of the calls recceived. We are trying to show her that when calls are sent to our tier 2, it isn't always for lack of knowledge. A lot of times, the tier 1 agents don't have the security as the tier 2 agents.

I am hoping to see what some other companies' expectation is, and what the actual ratio is.

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A Pox on Meaningless Statistics

by Oldefar In reply to Problem Resolution Ratio

and managers who rely on numbers without understanding.

If you do a good categorization of your trouble calls, you will be able to say that the current calls are made up of some mix. To have a specific ratio of Tier 1, Tier 2, and Tier 3 resolution you have to match the capability, responsibility, and authority to resolve match the call mix. Tier 1 has to have the capability, responsibility, and authority to resolve the calls that make up the whatever percentage they are expected to clear.

Do this over time, and you may see another change. The calls that made up the tier 1 group will often go down in volume. If the user group is fairly static, they will gain knowledge and experience and you will end up with a much higher volume of calls, as a percentage of the total, that are in the Tier 2 and Tier 3 classifications.

If your user group is dynamic (new users a steady rate replacing old users) then the call mix stays steady.

Change a system and your users all become "new" users again and the call mix sees a spike in "how do I" calls.

The IT department can handle this is a couple of ways. One, they can grow the capability of Tier 1 support, increase responsibility, and increase authority so that calls are resolved at Tier 1. This reduces volume to Tier 2 and 3 and means fewer support personnel are required at these levels.

They can recognize the trend in calls, and eliminate Tier 1 personnel as the ratio shifts to more Tier 2 and Tier 3 personnel.

They can focus on quality of system and user training, and push for a reduction in calls to where only a few fully qualified and authorized support members can handle them all, and throw out the 3 tier concept.

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