Telephony statistics, and telephony integration, is often overlooked in the IT service management mix. In this blog, I’m going to discuss a few aspects of these and how they can enable you to offer a better service for customers.
Firstly telephony statistics. Does your management reporting look at this kind of data? There are a number of key statistics you might want to look at, as follows:
- Number of rings before pickup
- Call abandonment rate
- Distribution of incoming calls during the day
Number of rings before pickup. This how long does it take to get an answer when someone calls, and needs to be handled with a little care. An average number of rings figure is good to have, but you need to take into account ‘spikes’ that might be short-lived but point to unacceptable levels of service. For this kind of analysis it is sometimes useful to express this figure as a simply X-Y plot over time, or expressed with statistical measures such as standard deviation or max/min measures. You’ll typically get this from your ACD system.
Call abandonment rate. This is the number of times a caller gives up and puts down the phone. Apart from an actual count, it’s good to have this figure represented as a time-based graph so you can see if there are problems related to a particular time of day or shift pattern. Again this will come from your ACD system.
Distribution of incoming calls. This is a useful figure to have, as it tells you when your Helpdesk/Service Desk faces its highest volumes. In many cases you’ll see a smoothed day-by-day graph, a ‘twin bell’ shape, with a surge in the early to mid morning period, and again in the early to mid afternoon period. You often have two sources of information for this data – your can use your ITSM tool (Serio users see report IL14 ‘Daily Activity’) or your ACD system. My preference is the ACD system, as this captures all calls, even those made to discuss last night’s football results.
Telephony doesn’t just provide us with management data, useful though that is. You can also integrate your phone switch with your ITSM tool – something Serio has supported for some time. It’s called CTI (Computer Telephony Integration) and I’ll post later about the kind of things CTI can do for you.
In the meantime, have a happy Christmas and pie-filled New Year!