Quantifying the value of customer support

Thu Feb 14 21:09:11 UTC 2013

Hey,

So usually this is done by the business unit leaders. At AT&T people used to 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 usually ends up on the outside looking in.

Typically, for call centers, this evaluation is done on a cases handled versus 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 actually speed or reduce call traffic, there's no point in having a tier 2. Now, as 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 eliminate 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 by 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 at gmail.com> wrote:

> Hello,
> 
> 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 respond
> to technical questions and simulate problems in a lab.
> 
> Can anyone help me with an idea or any material i can reuse? Templates? Has
> any one been in a similar situation.
> 
> Thanks
> Kim