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pchelps |
Adding FTEs |
Adding Temps |
Larger outsourcer, Microsoft or current full-service provider |
| 1st Level Analyst Certification |
Certified Computer Consultant
Microsoft Windows 7, Office 2007, and Office 2010 Certified Launch Partner
BlackBerry Alliance Partner |
Generalist |
Generalist |
Generalist, tiered-level support |
| Domestic vs. offshore staff |
100% domestic |
Usually domestic |
Usually domestic |
Average 50/50 split
50% domestic/50% offshore |
| 24 x 7, after-hours |
Yes, same level support providers |
Maybe, junior-level support or skeleton crew |
Maybe, junior-level support or skeleton crew |
Maybe, junior-level support or skeleton crew |
| Advanced Windows 7, Office 2007, and Office 2010 support |
Yes |
No |
>No |
No |
| # of software applications supported |
160+ |
12+ |
12+ |
12+ |
| Training |
Certified instructor-led: On-demand, group, individual, on-line, self-help, targeted and available pre, during and post deployment |
No |
No |
Maybe, self-help |
| Project timeline and end-user awareness campaign |
Yes, all are customized to project, communication, training and deployment needs |
No |
No |
No |
| Cost model |
Limited to solution time, on actual use |
Fixed rate, including benefits and overhead $65,000/annually |
Fixed rate, including overhead $43,000 annual, on average* |
Per-incident, or added to support contract |
| Response time |
2 ring response, no hold time |
Variable** average hold time 2 minutes |
Variable** average hold time 6 minutes |
Variable** average hold time 5 minutes |
| Abandonment rate |
Less than .01% |
5%, on average |
10+%, on average |
15%, on average |
| Peak hold time |
2 ring response, no hold time |
9 minutes, on average |
15 minutes, on average |
10 minutes, on average |
| Average first call overall resolution % |
91% |
Unknown |
Unknown |
31.4%, on average |
| Cost per call (on average) |
Less than $25 |
$89.05 |
$95.95 |
$59, on average |
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*Source: Based on recent industry averages
**Source: PC Helps Downtime Analysis |
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| How PC Helps Windows 7, Office 2007, and Office 2010 Migration Assurance Delivery Differs |
- Not usually Microsoft Office 2007 and Office 2010 Certified Launch Partners
- Not a core competence
- Offshore focus
- "Tier" Model
- Incentive to:
- Reduce volume
- End call ASAP, resolved or not
- Push to users/peers
- No Type 2 emphasis
- No training availability
- Support ends with call
- Call tracking/reporting not solution based
- No end-user process conversion focus
- Productivity goals - none
- No pre and post training or support
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- Microsoft Office 2007 and Office 2010 Certified Launch Partner
- 100% U.S.- based
- 100% certified consultants on every call, focused on first call resolution
- Incentive to complete support call
- Encourage Type 2 focus
- Support extends well beyond call
- Array of on-demand training options
- Only PC Helps tracks and reports support calls at the solution level!
- Pre, on-going, and post support and training encouraged
- Client Service team focuses on end-user awareness
- Partnership focuses on user conversion process, remaining and increasing productivity and ROI
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