The graphs below illustrate what might happen with helpdesk service levels if firms assume they can absorb upgrade- related volume increases with existing staff. As expected, when firms rely on pre-conversion staffing to handle the increased conversion volume, response times to end users, quality of support, and staff morale are all significantly affected. Overall, this ”make do” approach reduces the live rate by 25 percent (comparing “calls answered” before and after conversion) and significantly increases user hold times, abandon rates and maximum queue times.
Calls answered within 20 seconds:
8am 9am
10am 11am 12pm 1pm 2pm 3pm 4pm 5pm
Calls Answered within 20 sec 0% 20% 40% 60% 80% 100%
Average delay (in seconds):
Average Delay (seconds) 0
20
8am 9am
Pre-Conversion Conversion
10am 11am 12pm 1pm 2pm 3pm 4pm 5pm
40 60 80 100 120
Pre-Conversion Conversion
Max Time in Queue (seconds) 0
200
8am 9am
10am 11am 12pm 1pm 2pm 3pm 4pm 5pm
Max time in queue (in seconds): 400 600 800
Percent of calls queued:
Percent of Calls Queued 0% 10% 20% 30% 40% 50%
8am 9am
Pre-Conversion Conversion
10am 11am 12pm 1pm 2pm 3pm 4pm 5pm
Pre-Conversion Conversion
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