IT Sector ORBIT Report

it servicessector report

orbit:office response business intelligence teamIT Services / Jan2012

1. call distribution

orbit:office-response.co.uk

call or on 0844 826 7600

key notes1. 24% of inbound calls fall outside of the core business hours of 09:00 to 17:30

2. 11% of inbound calls are made between 0:00 and 08:59

3. 13% of inbound calls are received between 17:30 and 23:59

source1. IT services clients with 24/7 coverage during the period Sep – Nov 2011

74.9%

12.1%

4.8%

2.6%

2.0%

1.5%

1.2%

0.6%

0.2%

0.1%

0% 10% 20% 30% 40% 50% 60% 70% 80%

1

2

3

4

5

6

7

8

9

10

% Qualified by hour from submission of an enquiry % Qualified

37%

4%

4%

3%

0%

6%

24%

23%

0% 5% 10% 15% 20% 25% 30% 35% 40%

0-1 Hrs

1-2 Hrs

2-4 Hrs

4-8 Hrs

8-12 Hrs

12-24 Hrs

> 24Hrs

No Reply

% Companies that respond in a given time followingsubmission of an enquiry % Companies

88.1%

8.3%

2.1%

0.8%

0.4%

0.2%

0.1%

0.0%

0.0%

0.0%

0% 20% 40% 60% 80% 100%

1

2

3

4

5

6

7

8

9

10

% Contact Rates by Hour From Submission of Enquiry % Contacted

5.1 companies that respond in a given time following submission of an enquiry

5.2 qualification rates by speed of response (hours)

5.3 contact rates by speed of response (hours)

1. HBR reported survey of response

times to submitted web-forms for

2,241 businesses

2. 37% of web-forms received a

response within 60 minutes

3. 47% took longer than 24hrs or

received no reply at all

1. Survey based >12,000 sales leads

across a sample of business types

2. The odds of contacting a lead if

called within 5 mins vs. 30 mins

are 100 times greater

3. The odds increase 21 fold when

attempting to enter the lead into

the sales process if called within 5

compared to 30 minutes.

benchmarking

performance

2. webform response


call or on 0844 826 7600

3. voicemail usage

88%of people will leave a message on voicemail if they personally know the individual they are calling. 79%

of people will not leave a message on voicemail if they are calling to place an order for a product or service 2/3

of people surveyed will not leave a message on voicemail if they are calling to make a complaint

key notes1. When calling a business during office hours in response to an advert more than half of

the people will not leave a voicemail

2. The majority of people expect to be called back the same day if they leave a voicemail

3. 83% of people are comfortable leaving voicemail messages on mobile phones

source1. Active Office Response Clients and a random sample of the general public

2. Sample size of 500 individuals

3. Sample period Apr-Jun 2010


call or on 0844 826 7600

4. economics of outsourcing

cost savings1. 24/7/365 coverage starts at less than £7 a day

2. No NI costs, recruitment/HR costs or holiday pay

3. No long term contracts – limiting your financial exposure

efficiency gains1. Resource available 24/7/365, guaranteed

2. Activity peaks managed automatically without loss of any call

3. Business continuity provision guaranteed


call or on 0844 826 7600

5. case study

As one of the largest IT support and solution providers in the South-East, Utilize PLC required a fast and flexible approach to help build their 24/7/365 support operation and to introduce a multi-language facility

Office Response scoped the requirement with Utilize IT Support which included an out of hours escalation procedure and first line incident logging. Scripts were designed and installed for all expected call types including sales enquiries, new business enquiries through to first line support and incident logging.

Time dependent scripting was also introduced linking the script to the call-out rota ensuring seamless escalation where necessary.To facilitate the ad-hoc multi-language requirement we incorporated a conferencing facility with access to a native speaker resource delivering access to c.160 languages.


call or on 0844 826 7600

solution

background

result“Office Response were prepared to bend-over-backwards to accommodate our growing needs, they have been robust in their abilities and services they have offered, and have worked to our strict requirements in a cost effective manner. We hope to continue our relationship with Office Response for many years to come.”

Guy Hocking, Technical Services Manager

6. testimonials

In 2009 we identified a client requirement for a 24/7 emergency response service. After much deliberation we decided to engage the services of a third party as the most cost effective solution.

As providers of high quality customer services ourselves we needed our third party to have a similar ethos and we therefore commenced a search for a suitable service provider. We finally decided to engage the services of Office Response who demonstrated the thoroughness of their set up procedures and the effectiveness of their response team. This included designing procedures to suit our various client requirements in order that we fulfil all contract KPI’s in regard to emergency response.

We continue to use Office Response as they have risen to all the challenges we have set them and they have been proactive in offering solutions to any issues that have arisen’COO, IT Industry

Office Response have been our Out of Hours Service Provider for 8 years, enabling our organisation to extend our service to a 24/7 operation cost effectively.

The service allows us to offer our customers seamless access to our organisation between the hours of 6pm-8am or when our switchboard is busy. Office Response provide us with the confidence that our calls are still being answered in a polite, friendly and professional manner.

They are continually working with us to achieve the best possible service for our customers. Service Desk Manager, IT Industry

Office Response continue to provide ITS with an excellent service. Their commitment to delivering consistently high levels of customer service and professional delivery ensure that ITS can rely on Office Response to support our service delivery. By Office Response doing what they do best – outsourced telephone answering and contact management – allows us to concentrate on what we do best.Liam Healy, Customer Service Director, ITS


call or on 0844 826 7600

“

“

“

7: orbit

key notes

services

1. orbit is the business intelligence function within Office Response

2. Data analysed over 12 years for in excess of 2,000 clients in 1 minute intervals.

3. Primary focus is to deliver robust, actionable insight that improves business performance.

1. Client call audits to identify needs

2. Market sector benchmarking

3. Call centre capacity panning

4. Ad hoc analysis according to Client/Business need


call or on 0844 826 7600

8: office response

1. Over 70 live clients in the IT / Technology sector with more than 50 using our 24/7 service

2. Average service duration in excess of 5 years

3. Award wining UK based call centre that has traded continuously for 12 years

4. Privately owned and managed

1. Rota management

2. Out of hours support helpdesk

3. Escalation management / critical call outs

4. 24/7 seamless business continuity


call or on 0844 826 7600

key notes

services