Information Technology Benchmark (ITB)

Data-Collection Instruction Guide

Call Center / IT Help Desk

Version 2.6

KPMG LLP
99 High Street
Boston, MA 02110

(617) 988-1000
(617) 988-1860 FAX

Reproduction of this publication in

any form without prior written permission is forbidden. KPMG LLP
 General Definitions

Call Center Consensus Cost Model

Network Services
Advanced Features

Station
Equipment
Desktop Tools
Call Tracking
Expert Systems
Applications

Common Equipment
ACD
Facilities PBX
Occupancy (Space) Predicitive Dialers
Workstation Voice Response Units
Furniture Computer Telephony Integration
Call Center
FAX Server
Management Tools

Personnel
Agents & Supervisors & Call Center & IT
Help Desk 2nd Line Help Desk Administration
Staff Support Management

KPMG LLP defines a call center as any single or virtual location that evenly distributes the receipt of calls
to a predetermined group of people. For this analysis, a call center is more narrowly defined as an
Information Technology (IT) Help Desk. This analysis focuses only on a help desk that supports internal
IT services. These can consist of technical support centers (network, data center, PC, consolidated).

Call Center Workbook

The workbook is comprised of two spreadsheets: Call Profile and Call Center – IT Help Desk. In the
first, Call Profile, we will collect information pertaining to your IT help desk call center environment. In the
second, Call Center - IT Help Desk, we will collect information pertaining to the workload, utilization, cost
and personnel of your organization.

Version 2.6 1 ITB/Call Center

 Call Profile

In this section, we will collect information on the types of calls received by the IT help desk.

1. Call Profile Definition – Call Volume (Rows 1 – 12; Column A)

Report an estimate by percentage totaling to 100% of the categories that most closely describe the types
of calls received by your call center. Include both manual and automatic calls. Manual is defined as a
call that is answered directly by an agent or is automatically routed to the agent via a call-processing
system. Manual calls always require agent intervention. Automatic is defined as a call that is
answered by a call processing system that never reaches an agent. Automatic calls never require
any agent intervention.

Mainframe (Row 1) Calls related to mainframe operating system,

subsystems and hardware

Network (Row 2) Calls related to routers, cluster controllers, modems

and data circuits

Applications – Shrink-Wrapped (Row 3) Calls related to commercial shrink-wrapped application

Commercial Software software, e.g., Lotus 1-2-3, Microsoft Word, etc.

Applications – Client Server (Row 4) Calls related to client server application software, e.g.,
Lotus Notes, etc.

Applications – Mainframe (Row 5) Calls related to mainframe application software

File Server (Row 6) Calls related to file server operating system,

subsystems and hardware on file servers

PC / Workstation / Terminals (Row 7) Calls related to PC, workstations or terminals,

operating systems and hardware

Printers (Row 8) Calls related to printers

Security / Passwords (Row 9) Calls related to security / passwords

Telephone / Voice Network (Row 10) Calls related to telephone and voice network support

Facilities (Row 11) Calls related to lighting, furniture, AC, heat, etc.

Other (Row 12) Other calls received that are not classified above

2. Call Profile Definition – Call Flow Diagram

Please attach and return a call flow diagram detailing the major call entry points into your call center.

Version 2.6 2 ITB/Call Center

 Call Center – IT Help Desk

In this section, we will collect information pertaining to workload, utilization, cost and personnel in your
organization.

1. Workload Definition – Number of Calls (Row 1; Column B)

Report the total number of inbound calls (from any source) within the scope of the analysis. This is not
the total number of minutes.

2. Workload Definition – General

This section contains the call-handling profile of your operation. It identifies how calls are completed,
(e.g., at the first, second or third contact), if handled by an agent, abandoned or completed by an
automated system (e.g., VRU).

The definition of a call completed at first contact occurs when the first person with whom the customer /
end-user speaks either answers the question or, if appropriate, dispatches a service call on the first
call without involving anyone else. Completed second contact means the question was not answered
either by the first contact or first person on the call but was answered either on the second call or by
the second person on the call. “Warm transfers” (transfers to another agent or second-level staff)
and call backs, therefore, are not considered first-contact call completion. Completed third contact
means the question was not answered either by the first contact, second contact or second person on
the call but was answered either on the third call or by the third person on the call.

3. Workload Definition – Call Completion (Rows 2 – 4; Column B)

Report the percentage of calls completed on first contact, second contact or third contact. The total must
be 100%.

4. Workload Definition – Talk Time (Row 5; Column B)

Report the average “talk time” per call (in minutes); this does not include the wait time prior to the call
being answered. This information is typically available on the automatic call distribution (ACD)
reports as “Talk Time” or “Talk”.

5. Workload Definition – Post Call Time (Row 6; Column B)

Report the average post call handling per call in minutes. Average post call handling refers to the
average time agents spend “finishing up from a call” during which the agents are not available to
receive another call (e.g., completing the recording of the call in a call-tracking system).

Version 2.6 3 ITB/Call Center

 Call Center – IT Help Desk, continued
6. Workload Definition – Call Queue Time (Row 7; Column B)

Report the average call queue time (in seconds). Include time from when the call is first answered and /
or queued to connection to an agent or VRU. This information is typically available on the ACD
reports as average “Wait” or “ASA” (Average Speed of Answer).

7. Workload Definition – Call Handling (Rows 8 – 10; Column B)

Report the percentage of calls handled by agents (actually spoken to), abandoned (disconnected prior to
reaching an agent) or completed within automated systems (e.g., VRU). The total must be 100%.

8. Cost Definition – General

KPMG LLP uses fully burdened costs when defining costs for the consensus cost models. Include the
lease, maintenance and depreciation costs of all hardware, software or shared hardware and
software used by the call center staff for the analysis time period. In all cost categories, include all
applicable taxes, (federal, state and local). Include value-added taxes (VAT); only exclude VAT when
it is recovered or refunded to the organization. All costs are reported in thousands.

The depreciation schedule used and the tax rates borne by your organization are reported in the ITB
Project Definition and Information Questionnaire.

9. Cost Definition – Equipment (Row 11; Column B)

Report the total actual monetary expense related to all hardware and / or software that supports and / or
services the call center. Include lease, depreciation expense and maintenance costs for hardware
and software. This includes desktop tools, call center management systems, call routing systems,
call processing hardware / software, telephony and workstation equipment. The equipment and the
facilities costs should be provided on an annual basis. Some equipment, such as voice mail, which is
likely to be used by others outside of the call center, should have a portion allocated to the call center
(e.g., based on a percentage of mailboxes). Please enter the adjusted amounts.

Telephony station equipment should be entered here in the equipment cost section. IT application
software used to mirror end-user configuration should not be included in the cost model. Do include
call problem-tracking software and expert software used by agents.

10. Cost Definition – Network (Row 12; Column B)

Report the actual monetary expense related to the services used to receive or place calls to and from the
call center. The network costs should be provided on an annual basis. (If necessary, annual costs
may be arrived at by prorating monthly network costs.) Network costs are the annual costs related to
the voice network facilities. This should include inbound call charges and outbound call charges.
This should also include a portion of the fixed or dedicated voice network facilities consumed by the
call center (e.g., Tie lines, DID, etc.).

11. Cost Definition – Occupancy (Row 13; Column B)

Version 2.6 4 ITB/Call Center

 Call Center – IT Help Desk, continued
Report the actual monetary expense related to the physical space that defines the call center
environment as well as the furniture used in the call center. Occupancy costs should include fully
burdened costs for the facility. Some examples would include office space, furniture, electricity,
maintenance, property taxes, security, office supplies, and others.

12. Personnel Definition – General

KPMG LLP uses the Full Time Equivalent (FTE) concept in defining staff resources. Do not count the
physical staff but count the logical staff by looking at the functions that the physical staff perform and
for which they are responsible. FTEs should be measured in calendar time, that is, if an individual
works full time on an assignment for a full year, that is one FTE. You would not subtract vacation
time, sick days, administration time, etc. If your labor tracking system shows, for example, 220 days
actually worked, that represents one FTE in your organization. The conversion factor you use to go
from hours or days to FTEs depends upon the amount of overhead time, how you record overtime,
and the way you enter data into your tracking system. Do not count any one physical person as
more than one logical person (due to overtime, etc.). However, you may count less than one logical
person for a physical person when not all of that individual’s time falls within the scope of this
analysis.

Report all staffing levels within the organization from managers and project leaders to daily operations
personnel. Report summarized data for all categories to show the average staff level, adjusting for
timing. This is best done by totaling the person-months for staff employed during the year and then
dividing by 12.

Report the actual monetary expense related to in-house staff, contractors and consultants utilized during
the analysis time period for all of the staff functions reported.

For in-house staff, in addition to salary include bonuses and paid holidays and vacation. Also include
benefits such as costs for medical / dental coverage, life and accident insurance, retirement plans,
stock plans, disability, social security, unemployment compensation, dependent care, tuition
reimbursement and employee assistance programs (physical exams, exercise programs and similar
costs). In all cost categories, include all applicable taxes (federal, state and local). Include value-
added taxes (VAT); only exclude VAT when it is recovered or refunded to the organization.

Also include “other” employee costs such as travel and training.

Do not include the costs related to: human resource department staff allocations, early retirement
incentive bonuses, internal "cross-charges" for corporate overhead such as for the chairman's salary
or the human resources department.

For contractors and consultants, include all compensation that was paid directly to the individual or
agency.

Version 2.6 5 ITB/Call Center

 Call Center – IT Help Desk, continued
13. Personnel Definition – Management (Row 14; Column A for FTE Count and B for FTE Cost)

Report the total FTEs in Row 14, Column A and the annual monetary expense in Row 14, Column B for
call center management. Management is defined as the person or persons with overall responsibility
for the call center operation. Supervisors would typically report to this person.

14. Personnel Definition – Second-line support (Row 15; Column A for FTE Count and B for FTE
Cost)

Report the total FTEs in Row 15, Column A and the annual monetary expense in Row 15, Column B for
second-line support. Second-line support is defined as the subject matter expert(s) who provide
backup support to the first-line agents. Second-line support can be located either within the call
center or within another department.

15. Personnel Definition – Agents (Row 16; Column A for FTE Count and B for FTE Cost)

Report the total FTEs in Row 16, Column A and the annual monetary expense in Row 16, Column B for
agents. Agents are defined as the primary source of handling customer-service requests (inbound
calls) in the call center. They may also be classified as customer service representatives or IT help
desk staff (first line).

16. Personnel Definition – Contract Agents (Row 17; Column A for FTE Count and B for FTE
Cost)

Report the total FTEs in Row 17, Column A and the annual monetary expense in Row 17, Column B for
contract agents. Contract agents are defined as those that are not employed by the organization on
a permanent basis.

17. Personnel Definition – Supervisors (Row 18; Column A for FTE Count and B for FTE Cost)

Report the total FTEs in Row 18, Column A and the annual monetary expense in Row 18, Column B for
supervisors. Supervisors are defined as having primary responsibility for managing the agents,
maintaining effective and efficient call processing and meeting business objectives. The agents
typically report to this person.

18. Personnel Definition – Operations – Voice (Row 19; Column A for FTE Count and B for FTE
Cost)

Report the total FTEs in Row 19, Column A and the annual monetary expense in Row 19, Column B for
operations – voice. Operations – voice is defined as the person or persons who install, maintain or
perform moves and changes (e.g., agents’ telephone sets, common equipment and network services)
for the call center voice structure.

19. Personnel Definition – Operations – Data (Row 20; Column A for FTE Count and B for FTE
Cost)

Version 2.6 6 ITB/Call Center

 Call Center – IT Help Desk, continued
Report the total FTEs in Row 20, Column A and the annual monetary expense in Row 20, Column B for
operations – data. Operations – data is defined as the person or persons who install, maintain or
perform moves and changes (e.g., agent workstation equipment) for the call center data structure.

20. Personnel Definition – Administration (Row 21; Column A for FTE Count and B for FTE Cost)

Report the total FTEs in Row 21, Column A and the annual monetary expense in Row 21, Column B for
administration. Administration is defined as the staff that provides clerical and secretarial functions
such as asset tracking and other support functions.

21. Personnel Definition – Outsourcer (Row 22; Column B for Cost)

Report the annual monetary expense in Row 22, Column B for outsourced functions for the IT help desk
call center. This is supplemental staff not managed on a day-to-day basis by the organization in
which control of individual function(s) has been given to a third party.

Version 2.6 7 ITB/Call Center