PC Helps Blog » SLAs http://www.pchelpsblog.com A blog about proving ROI, smart outsourcing, and other IT-related musings. Thu, 09 Feb 2012 18:28:15 +0000 en hourly 1 http://wordpress.org/?v=3.2.1 Productivity Redux http://www.pchelpsblog.com/2009/08/productivity-redux/?utm_source=rss&utm_medium=rss&utm_campaign=productivity-redux http://www.pchelpsblog.com/2009/08/productivity-redux/#comments Thu, 06 Aug 2009 12:00:49 +0000 Jenny Sweeney http://blog.pchelps.com/?p=1480 Although the economic slump may be ending sometime soon, companies are still scrutinizing budgets and trying to squeeze as much work possible out of every employee. We’ve covered productivity often in this blog — from Excel calculations that can cost companies thousands to the debate over whether social media and instant messaging are detrimental to productivity.

Here’s a roundup of some of our favorite posts. Read on and tell us what your company is doing to get the most out of its resources.

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]]> http://www.pchelpsblog.com/2009/08/productivity-redux/feed/ 0 Rant: Now is the Time to Demand Quantity & Quality in SLAs http://www.pchelpsblog.com/2009/07/rant-now-is-the-time-to-demand-quantity-quality-in-slas/?utm_source=rss&utm_medium=rss&utm_campaign=rant-now-is-the-time-to-demand-quantity-quality-in-slas http://www.pchelpsblog.com/2009/07/rant-now-is-the-time-to-demand-quantity-quality-in-slas/#comments Wed, 22 Jul 2009 20:03:24 +0000 Jenny Sweeney http://blog.pchelps.com/?p=1382 The economy has certainly changed the nature of the service level agreement (SLA). What used to be a formality now has the capability of becoming a powerful tool for ensuring successful outsourcing partnerships. In other words, it can help you cut costs.

Today – more so than in the past – companies should not be afraid to ask their outsourcing partners for updated SLAs, and more data, both qualitative and quantitative.

It’s the data that really matters – data such as:

  • Abandonment rate
  • Queue times, hold times
  • Call duration
  • Estimated hard-dollar savings
  • Customer satisfaction and feedback
  • Downtime analysis
  • Call complexity

Using qualitative and quantitative reporting methods can provide IT leaders with proof of ROI and show value behind dollars spent.

This should be a focal point for every IT department, when many end-users (or customers) operate under the incorrect assumption that the IT help or service desks serve just a few purposes: resetting passwords, maintaining network connectivity, or putting out computers that are on fire.

Choosing the right outsourcing partner and putting strong SLAs in place can rejuvenate the image of the help desk in no time, which, in turn, makes for a better bottom line.

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