SUPPORT SERVICES IN CANADA

The On-Line Quick Poll

THE FALL 2003 POLL!

A CANADIAN IT SERVICE MANAGEMENT SURVEY!

"Click" on the appropriate checkboxes

You currently have implemented and are using:

Central/Single Point of Contact for Customers
First Level Support gets customer up and running as quickly as possible
Problem Root Cause Analysis & Known Error identification
System Configuration Management
Change Management
Service Level Management (Service Catalog & SLA's)
Release Management (Fixes and New Releases)
System Availability Management
System Capacity Management
Service Continuity Planning & Management
IT Financial Management

Your Comments (let us know your thoughts about IT Service Management)

 

SPRING & SUMMER 2002 POLL RESULTS!

Your Employee Salary Ranges are:
Dispatcher
under $25,000 - 12% of responses
over $25,000 - 86 % of responses
First Level
under $25,000 - 4.4% of responses
$25 - 30,000 - 38.1% of responses
$30 - 35,000 - 13.2% of responses
$35 - 40,000 - 26.4% of responses
over $40,000 - 17.6% of responses
Second Level/Field Technician
under $35,000 - 4% of responses
$35 - 40,000 - 32% of responses
$40 - 45,000 - 28% of responses
$45 - 50,000 - 4% of responses
over $50,000 - 32% of responses
Supervisor
under $40,000 - 8% of responses
$40 - 45,000 - 42% of responses
$45 - 50,000 - 8% of responses
$50 - 55,000 - 17% of responses
over $55,000 - 25% of responses
Manager
under $50,000 - 17% of responses
$50 - 55,000 - 8% of responses
$60 - 65,000 - 25% of responses
$65 - 70,000 - 17% of responses
over $70,000 - 33% of responses

APRIL 1997 POLL RESULTS!

Your Primary Area of Business is:
Internal Help Desk - 12
External Help Desk - 5
Field Service Operations - 0
Combination of Internal/External - 9
Combination of External/Field Service - 2
Funded Call Centre - 0
Revenue Generating Call Centre - 1

MAY/JUNE 1997 POLL RESULTS!

Your Employee Salary Ranges are:
Dispatcher
under $20,000
over $20,000 - 100% of responses
First Level
$20 - 25,000
$25 - 30,000 - 33.3% of responses
$30 - 35,000 - 33.3% of responses
over $35,000 - 33.3% of responses
Second Level/Field Technician
$30 - 35,000
$35 - 40,000 - 20% of responses
$40 - 45,000 - 80% of responses
over $45,000
Supervisor
$40 - 45,000 - 25% of responses
$45 - 50,000
$50 - 55,000 - 75% of responses
over $55,000
Manager
$50 - 55,000
$55 - 60,000
$60 - 65,000 - 50% of responses
over $65,000 - 50% of responses

JULY/AUGUST 1997 POLL RESULTS!

You currently use the following tools/technology:
Call Management Software - 80%
Knowledge Packs/CD's - 40%
Automated Call Dispatcher - 25%
Desk Top Telephony - 10%
Network Activity Monitor - 5%

SEPTEMBER/OCTOBER 1997 POLL RESULTS!

Your current biggest challenge is:
Problem Escalation - 60%
Meaningful Metrics - 40%
24 X 7 Support - 20%
Call Volumes - 20%
Planning/Budgets - 0%

NOVEMBER/DECEMBER 1997 POLL RESULTS!

Your most important employee concern is currently:
Training - 80%
Certification - 10%
Turnover - 0%
Workload - 80%
Stress - 90%

FEBRUARY/MARCH 1998 POLL RESULTS!

Your support direction for 1998 is oriented towards:
Internal HelpDesk - 50%
External In-house - 40%
Co-Sourced - 10%
Outsourced - 20%
TeleMarketing - 10%

SPRING 1998 POLL RESULTS!

What direction are you headed in regards to call centre/support centre staffing:
Fixed Shift Hours - In-House - 40%
Rotating Shift Hours - In-House - 40%
Split Shift Hours - In-House - 20%
Fixed Shifts - Virtual Agents - 0%
Flexible Shifts - Virtual Agents - 10%

SUMMER 1998 POLL RESULTS!

The majority of your 'calls' enter your call centre/support centre/help desk via:
Phone - 80%
Fax - 0%
Intranet - 10%
Internet - 10%
Walk-in - 0%

FALL 1998 POLL RESULTS!

How ready is your call centre/support centre/help desk for the Year 2000?:
Action Plan Exists - 30%
Internal Systems Ready - 20%
External Systems (Supplier) Ready - 0%
Staff Trained - 0%
Not Ready - 70%

WINTER 98/99 POLL RESULTS!

How solid is your call centre/support centre/help desk infrastructure? Do you have the following:
Mission Statement - 70%
Team Objectives - 70%
Agent/Individual Objectives - 90%
Documented List of Services - 70%
Documented Process & Procedure- 90%

SPRING 99 POLL RESULTS!

Which of the following are you using to better manage your call centre/help desk/customer service operation?
Metrics & Reports - 60%
Customer Surveys - 40%
Service Level Agreements with Customers - 20%
Service Level Agreements with Vendors - 10%
Documented Process & Procedures - 60%

FALL 99 POLL RESULTS!

Which of the following have you implemented or plan to implement in the Year 2000?
Web-Based Call Logging - 90%
E-Commerce - 0%
Web Access to Knowledge Base - 10%
Access to Live Agent Through Web Chat - 0%
Access to Live Agent Through Internet Phone - 0%

2000 POLL RESULT!

On January 1st what was the impact of Year 2000 on your business? Everything Worked - 80%
Minor Issues - 20%
Major Issues but still operational - 0%
Down Systems - 0%

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Last updated on: Monday June 3, 2002