Hey, So usually this is done by the business unit leaders. At AT&T people used to call it "pushing the wastebasket". The idea is that each department runs as a separate business and in order to evaluate the business you debit and credit departments as if they were counterparties in a trade. Someone usually ends up on the outside looking in.
Typically, for call centers, this evaluation is done on a cases handled versus calls placed manner with time/$ values associated with every ticket. Tier 2 support costs more per person than tier 1. If tier 2 doesn't actually speed or reduce call traffic, there's no point in having a tier 2. Now, as one might imagine, there is a great deal of subjectivity in these numbers. Many teams try to tackle this by dividing salaries by hours on the phone. This can hide a lot of the value of tier 2 as the whole point is to eliminate extra time someone would've spent in tier 1 looking for the answer. Your challenge is to quantify how much time you're saving and multiply it by your salary per hour number. That's a good place to start. Cheers, Joshua Sent from my iPhone On Feb 14, 2013, at 12:59 PM, "Kasper Adel" <karim.a...@gmail.com> wrote: > Hello, > > We are a 2nd level of escalation in a service provider, trying to put a $ > value on the support we give to our NOC and other implementation teams, > when they email us about problems they face. But we are merely bits and > bytes engineers that cant quantify and justify the value of what we do to > the management team. I guess these smart suits want to see an excel sheet > with a table of how much they save or gain by the support we do. We respond > to technical questions and simulate problems in a lab. > > Can anyone help me with an idea or any material i can reuse? Templates? Has > any one been in a similar situation. > > Thanks > Kim
