Essential information for every manager responsible for managing or leading a law firm service desk, based on data published in April 2014 in the Bevan Service Desk Performance Report.
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Five KPIs that every law firm service desk manager measures
1. Five KPIs That Every Law Firm
Service Desk Manager Measures
SHERRY BEVAN
WWW.SHERRYBEVAN.CO.UK
2. What is covered in this presentation
• Five Key Performance Indicators (KPIs) that law firm service desks measure
• The targets for those KPIs in law firms
• How often do law firm service desks ask for feedback
• Staffing ratios
• The big challenges
• Is self-service the future for law firm service desks
• How to download your free copy of the Bevan Service Desk Performance
Report
• How to book your free 60 minute strategy session
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3. You can only manage what you measure
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The apple farmer who
only wants good quality
apples …
he only pays his pickers
for the number of
unbruised apples.
Do you measure what
you want to manage?
4. What do law firms measure
• Live rate i.e. number of seconds to
answer a call (calculated as 5 seconds per ring)
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5. What do law firms measure
• First time fix rate
• i.e. requests that are fixed and resolved to the user’s satisfaction
in the very first telephone call or email
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6. What do law firms measure
• Average abandon rate
• i.e. the number of calls where the caller hangs up
before the service desk answers the telephone
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7. What do law firms measure
• Customer satisfaction ratings
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8. Results from Bevan Performance Report
published April 2014
KPI target Highest Lowest Average
Live rate (seconds) 30 3 18
First time fix rate (%) 100% 60% 81%
Resolved at first level (%) 100% 75% 84%
Average abandon rate 20% 1% 6%
Customer satisfaction 100% 70% 92%
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Click here to download
your free copy
9. How often do law firm service desks measure
customer service?
90.00%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Every call Daily Weekly Monthly Quarterly Annually Never
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10. How many calls is too many?
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Avg calls per
month
Avg calls per
user
Avg calls per
analyst
Avg users per
analyst
Avg users per
IT staff
All firms 2417 2.30 315 147 26
Firms with less
than 250 users
454 3.15 210 79 41
Firms with
250-500 users
923 2.46 260 123 42
Firms with
500+ users
4601 2.67 471 185 30
11. Staffing is the biggest challenge
• Recruitment and retention
• Career development
• Challenging and stimulating opportunities
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12. The other big challenges …
• Balancing business as usual
with “shiny new stuff”
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14. International cover with a UK based desk …
• Language barriers
• Time zones
• Staffing
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15. Is self-service the way to go?
• 38% of law firm service desks offer self-service
• Increase of 2% since 2013
• 50% will offer in next 12 months
• Are you one of the 50%?
Think about how you will capture and manage the data
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17. Free 60 minute strategy call
• Book a free 60 minute strategy call to discuss the improvements you want
in your law firm service desk
If this presentation was useful, please do share.
Thank you!
Sherry Bevan – Business Effectiveness Consultant
@SherryRB
www.sherrybevan.co.uk
WWW.SHERRYBEVAN.CO.UK
Notes de l'éditeur
Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds.
The Live Rate is often the one KPI that your users very much focus on and will complain about the most.
Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated).
Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time.
Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds.
The Live Rate is often the one KPI that your users very much focus on and will complain about the most.
Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated).
Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time.
Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds.
The Live Rate is often the one KPI that your users very much focus on and will complain about the most.
Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated).
Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time.
Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds.
The Live Rate is often the one KPI that your users very much focus on and will complain about the most.
Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated).
Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time.
Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds.
The Live Rate is often the one KPI that your users very much focus on and will complain about the most.
Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated).
Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time.
Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds.
The Live Rate is often the one KPI that your users very much focus on and will complain about the most.
Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated).
Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time.
Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds.
The Live Rate is often the one KPI that your users very much focus on and will complain about the most.
Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated).
Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time.
Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds.
The Live Rate is often the one KPI that your users very much focus on and will complain about the most.
Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated).
Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time.
Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds.
The Live Rate is often the one KPI that your users very much focus on and will complain about the most.
Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated).
Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time.
Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds.
The Live Rate is often the one KPI that your users very much focus on and will complain about the most.
Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated).
Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time.
Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds.
The Live Rate is often the one KPI that your users very much focus on and will complain about the most.
Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated).
Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time.
Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.
Where respondents provided number of rings, this was converted into seconds: 1 ring = 5 seconds.
The Live Rate is often the one KPI that your users very much focus on and will complain about the most.
Some firms set 100% targets for First Time Fix Rate (i.e. fixed in that first call) and Resolved at First Level ( i.e. the call does not need to be escalated).
Really? Is that realistic or achievable? Does it give you room to improve? Recommend you set the target slightly lower (e.g. resolve 85% of all calls at first level) and be able to achieve that target 100% of the time.
Abandon rate - in a commercial call centre environment abandoned calls translate into lost customers or lost income, the target abandon rate is much lower. In a law firm, may be seen as a measurement of performance, but not totally within the service desk’s control. Why might a user abandon a call? Does this reflect average wait time (i.e. time on hold). Expect abandon rate to vary at different times of the day. If Average Abandon Rate is one of your KPIs, consider setting different targets for core business hours and out of hours.