Due to a major over-run in labor costs, a global IT Outsourcer is unable to meet its financial objectives in the fifth year of a contract.  The Service Desk team provides 24x7 IT support for a customer base of approximately 17,000 employees via phone and email channels.  The team consists of 28 agents handled an average of 550 contacts per day spiking to as high as 850 with 94% of that volume received during business hours.  Individual agents were handling on average 18 contacts per day with call times exceeding 15 minutes.  Information was accessed from multiple locations with the primary knowledge base usage below 5% of the total incidents opened.

This contract had an expectation of decreased contacts per year; but in reality the actual contacts to the service desk continued to grow, and had reached up to 30% over planned levels.  However, the agents achieved an average call time of less than 9 minutes, handling over 30 contacts per day, and lowered the average answer time to less than 30 seconds.  By consistently meeting the performance and productivity objectives ii2P was able to provide the outsourcer with the quantitative data to right size the support team.  Due to performance enhancements and comprehensive reporting ii2P and the outsourcers were able to plan, budget, and gain funding for the additional head count required to provide quality support for the entire organization.