5 Challenges
Facing
IT Directors
In today’s volatile world,
small details can mean
the difference between
failure and success
Researched and produced by…
Sponsored by
Business Telecom Products © - 2012
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Why a study?
• After 20 years working with telecom
and IT, BTP noticed the increasing
challenges for IT
• Budgets slashed, jobs outsourced,
customers increasingly unhappy
• BTP hired Empire Research Group,
an independent research company, to
investigate these issues
Business Telecom Products © - 2012
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Areas covered
• Top challenges facing IT today
• Critical importance of the little
things—and their ultimate
connection to success
Business Telecom Products © - 2012
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What is affecting IT today?
Business Telecom Products © - 2012
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Economy continues to struggle
Jobs lost per recession
6,000,000
• Worst recession in history
5,000,000
• Unemployment remains
high
4,000,000
3,000,000
2,000,000
• Stock market continues to
swing wildly
1,000,000
0
1980
Source: George Will says most recent recession killed more jobs than previous four recessions
combined, Tampa Bay Times, 2011; Labor Force Statistics from the Current Population Survey,
Bureau of Labor Statistics, 2012
Business Telecom Products © - 2012
1981
1990
2001
2008
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Expectations are through the roof
IT directors are under heavy
pressure to increase current
productivity levels in any way
possible
• 62% of senior business execs
say that IT is to be a key
element in their companies’
post-recession recovery
Source: IT departments understaffed, yet overworked, Industry Week, 2010
Business Telecom Products © - 2012
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Today’s reality…
• Unforeseen circumstances have left IT
leaders with an unusually difficult set of
circumstances
• Dual problems of dealing with budget
cuts while keeping overworked staff and
demanding customers happy
What challenges are preventing IT from
achieving their goals?
Business Telecom Products © - 2012
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Challenge #1
Managing
budget woes
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Budgets continue to shrink
2012 CIO IT Budgets
12.7%
• In 2012, less than 40%
of businesses expect any
IT budget increase
3.4%
• According to Gartner,
2012 IT budgets are still
decreasing
-.6%
Latin
America
APAC
N America
-.7%
Europe
Source: 2012 IT Spending Priorities Survey, Information Week, 2012; Gartner Executive Programs’ Worldwide Survey Shows Flat IT Budgets In 2012, 2012
Business Telecom Products © - 2012
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Unprecedented waste
• America has become a “throw away”
society—80% of all U.S. products are
used once and then thrown away
• Many “throw-aways” could be fixed
with the right support
• 98% of in-warranty telecom products never have a claim filed against
them and many are discarded unnecessarily
• Annually millions of wasted warranty dollars and unnecessary trash filling
our landfills
Source: The truth about trash, the throw-away society, Planet Thoughts, 2008; Telecom equipment warranty report, Warranty Week, 2011
Business Telecom Products © - 2012
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Challenge #2
Allocating
scarce IT
resources
Business Telecom Products © - 2012
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IT departments hit especially hard
• CIOs say tech support
teams are 42% smaller than
ideal
• 43% of CIOs say that their IT
departments are
understaffed for their
current workload
After budget cuts and layoffs,
IT departments are operating
with skeleton teams
Source: Tech support teams understaffed by 42%, Network World, 2011;
IT departments understaffed, yet overworked, Industry Week, 2010
Business Telecom Products © - 2012
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Time is money
What’s impacting productivity?
• Up to 40% of helpdesk calls
are for minor problems things like a simple
password reset
• Despite knowledge bases
and company training
material, end-users want live
support
Source: Why is password reset still a top call driver?, Tific, 2011
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Minor issues are costing major dollars
• With the average helpdesk
call taking 20 minutes and
costing $20 - $40 or more,
those minor problems add
up–$23,000 per IT
professional per year
• Tier 2 escalation doubles or
triples the cost
Source: Steer clear of steep help desk calls with call avoidance, Infotech, 2009
Business Telecom Products © - 2012
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Challenge #3
Handling
customer
irritations
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Improving customer service is key for IT
According to top CIOs:
The 3rd and 4th highest IT priorities in 2012
are to create a better internal and
external customer service experience
• Between 2008-2010, the number of
complaints to U.S. call centers
increased from 550 million to more
than 770 million—an incredible 40%
jump
Source: 2012 IT Spending Priorities Survey, Information Week, 2012; ContactBabel publishes new
research on U.S. Contact Centers, Contact Center World, 2011; Consumers experience poor voice
quality with call centers, Call Center Helper , 2010
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Did you know?
• 42% of all contact center calls
are affected by voice related
issues
• 79% of all consumers report that
they have experienced poor voice
quality on at least one occasion
• “Stressed” is the most commonly
used word consumers used to
describe how they felt after a call
with poor voice quality
Stressed Customers = Unhappy Customers
Source: Call center frustrations may cause consumers to shop elsewhere, Internet Retailer, 2010; Consumers have experienced poor voice quality with call Centers,
CallCenter Helper,2010
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A small thing like sound can hurt the bottom line
• 68% of customers say that they
simply hang up if they have
trouble hearing an agent
• Customers who encounter
difficulties when they are calling
about a new product or service
will turn to a competitor
Source: 79 per cent of consumers have experienced poor voice quality with call centers CallCenter Helper,
2010; Call center frustrations may cause consumers to shop elsewhere. Internet Retailer, 2010
Business Telecom Products © - 2012
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Challenge #4
Increasing
productivity
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Communication drives productivity
• The average worker spends 75% of their day communicating
• Lack of quality communication hurts:
– Productivity
– Employee job satisfaction & retention
– Customer acquisition & retention
• A 100 employee company loses 17
hours weekly clarifying communication.
The annual cost is $528,443!
Source: The importance of effective communication, Wertheim, E, 2008 ; The high cost of poor
communication, Leader Values, 2009,
Business Telecom Products © - 2012
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Having to do more with less
• 77% of workers say they are feeling
“burn out” on the job
• Workloads are heavier and employers
continue to push for greater
productivity
Companies are running out of ways
to squeeze more work out of their
existing staffs, and IT staff is more
stressed than ever
Source: Worker stress is on the rise as economy stumbles, CIO Insight 2011; IT employees having to
do more with less, Maxis Solutions, 2011
Business Telecom Products © - 2012
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Challenge #5
Retaining
skilled talent
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No more cradle-to-grave employment
• Even with millions of unemployed
workers in America, companies
are having difficulty retaining
skilled workers
• 65% of executives expressed
concern about losing high
potential employees
• In Seattle: aside from Microsoft
and Amazon, we now have
Google, Facebook and Twitter
recruiting top talent
Source: Has the great recession changed the talent game?, Deloitte, 2009;
Seattle Ranks #1 in tech sector job growth, Seattle Times, 2012
Business Telecom Products © - 2012
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Low employee engagement
• According to a 2012 MetLife study,
employee morale is at a three year
low—and companies are looking for
answers
• Perceived lack of employer support,
higher stress levels and increased
workloads lead to disengagement
• These disengaged workers cost
companies $416 billion per year
Source: Workers eager to job hunt as morale plunges, USA Today, 2012; Most U.S. workers not fully
engaged, Towers Watson, 2012; Disengaged Employees cost U.S. businesses billions of dollars,
Business & Legal Resources ,2010
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Reality check
•
2 out of 5 IT professionals are
looking for a job in 2012
•
65% of employees at top
global companies are
currently looking for new
career opportunities or are
about to
•
Looking for
Another Job
65%
Another survey shows 84% of
employees plan to look in
2012
Source: How to Lose Your Best IT Employees, Information Week, 2012; Talent Edge 2020: Building the recovery together—What talent expects and how leaders are responding,
Deloitte, April 2011; Can you detect “Flight Cognition”?, Human Resource Executive, 2011;
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In today’s enterprise…
• IT is bombarded with unreasonable
expectations and given minimal
support
• Customer complaints and budget
concerns are rapidly rising while the
ability to increase productivity and
retain skilled talent is being stifled
What are some steps or solutions that
can help in the near term?
Business Telecom Products © - 2012
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Leverage
small things
to save
money
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Look for simple ways to save
• Utilize unused warranties
• Revive idle products
• Increase employee awareness
of preventative maintenance
• Take better care of desktop
assets
• Budget review – 2 years
• Energy savings
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Examine Total Cost of Ownership (TCO)
• TCO over product life
should be the main
consideration when making
purchases
• Review each item carefully
to determine the
implications of long-term
TCO
• Resist the trap of accepting
Improve
productivity
Maintenance
Product
lifecycle
Tech
Support
Installation
Warranty
the cheapest price!
Business Telecom Products © - 2012
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Utilize warranties – even for the small stuff
• Many items come with a manufacturer’s
warranty—that is never used
• These items, simple things like UC audio
devices, are often seen as disposable—
regardless of the fact that they may cost
$200 or more
• Over 90% of the time a headset that was suspected to be faulty
didn’t need a purchased replacement at all
Source: BTP internal study, 2011
Business Telecom Products © - 2012
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Leverage
small things
to reduce
complaints
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Improve customer satisfaction
Small things like…
• Quick response time
• A live person to help
• Correct solutions
• Quality products
• Treated with respect
Business Telecom Products © - 2012
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Leverage
small things
to increase
productivity
Business Telecom Products © - 2012
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Handset vs. headset
Headsets, a small thing that is
often overlooked, drastically affects
productivity
• Moving to headsets improves
productivity by up to 43%
• Headset users placed an average
of 16 more calls a day than those
using traditional handsets
Source: Jabra Brings Lotus Sametime Unified Communications To Headsets,
InformationWeek, 2011
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Small things make a big difference
Look beyond the call center and
help desk
Loan processors at a mortgage
corporation were observed as they
conducted normal business over a 90day period
• Those with wireless headsets closed
23.5% more loans than those with
corded
Source: Worker productivity increases nearly 25 percent with Plantronics Headset use,
Plantronics, 2004
Business Telecom Products © - 2012
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Leverage
small things
to maintain
employee
satisfaction
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Little things go a long way
The right headset or UC audio
device leads to:
• Higher morale
• Lower fatigue levels
• Increased mobility
• Fewer phone-related
physical complaints
• Unique accommodations
Business Telecom Products © - 2012
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Skilled workers look at minor things
• The right tools simply work better for end users, they are
appreciated more, and are better taken care of
Kevin Sheridan, Chief Engagement Officer at consulting firm, HR
Solutions, said that one of those answers is simple:
Employees "want to know that they're
reporting to someone who cares
about them as a person and cares
about their engagement level"
Source: Workers eager to job hunt as morale plunges, USA Today, 2011
Business Telecom Products © - 2012
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Develop
strategic
partnerships
Business Telecom Products © - 2012
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Collaborate with partners who specialize
• Outstanding customer service = improved ROI
• Relieve repeated trivial issues plaguing IT
• Fewer frustrated end-users
Look for…
• Top suppliers that include their own
set-up, installation, maintenance,
service, warranties, AND who will
field end-user concerns and
questions
Business Telecom Products © - 2012
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Look for a provider that…
Understands it is the small things
that can help solve major
problems
• Willing works with you to fix
the problem instead of trying
to sell you new products
• Offers free product
evaluations
• Provides technical support
and expertise
Business Telecom Products © - 2012
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Weigh the consequences
Can the partner alleviate
concerns regarding:
• Unnecessary downtime
• Replacement costs
• IT help desk time
• Customer retention,
satisfaction, and
acquisition
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Will the partner go the extra mile?
• Will their product be compatible and make end-users happy?
• Will they deliver the technology and the support FAST?
• Will the partner work to take some of the load off IT?
• Does the partner have proven results – can they show how they
have helped companies save money?
Business Telecom Products © - 2012
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Increase employee productivity, decrease TCO?
An expert partner will help you navigate through the selection
process – all the way to the end
They should be certified as an expert by manufacturer
They should offer free troubleshooting and support
throughout product life
Can they help lower your TCO?
Business Telecom Products © - 2012
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We hope you’ve learned a great deal today
• In today’s IT environment, managing budgets, allocating
resources, handling customer irritations, increasing productivity
and retaining talent is crucial
• It is often the small details that mean the difference between
success and failure
Business Telecom Products © - 2012
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Educational insights brought to you by…
We understand service is a lost art today.
We embrace the art and strive to master it every day!
Business Telecom Products © - 2012
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At BTP, serving YOU is our top priority
• We know that with thousands of different
UC audio devices and replacement parts
on the market, managing it all can be a
daunting task
• We make it our business to know each and
every product available, so that you don’t
have to
• We guide our clients to the right
compatibility, comfort, voice and video
quality to enhance their most important
function—their communication
Business Telecom Products © - 2012
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Facts about Business Telecom Products
• 20 years specializing in the last
5 feet of office communication
systems
• Certified UC Audio Endpoint
Specialist – one of 7 nationwide
• Expertise ensures we
recommend the best products
for your application
• FREE setup and training for first
time users and UC deployments
Business Telecom Products © - 2012
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Facts about Business Telecom Products
• Calls answered LIVE - full
support, delivering the best
return on your investment,
lower TCO
• Free lifetime support for
products purchased from BTP
• Trained experts help you avoid
buying new products
unnecessarily – up to 90% of
the time
Business Telecom Products © - 2012
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Facts about Business Telecom Products
• Relieve help desk and IT staff
from support calls, focus on
higher level activities
• Prompt, accurate order entry and
shipping ensure minimized
downtime
• Core values of honesty, integrity
and respect – doing business the
old fashioned way
Business Telecom Products © - 2012
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What our clients are saying
Your service to our company has been
outstanding and we appreciate all that
you do to take care of us.
– L. Campbell, Alaska Airlines
I’ve said it before, but it’s worth
repeating. If all my vendors were even
half as good as you folks, my life would
be MUCH easier!
– B. Hunt, City of Olympia
Business Telecom Products © - 2012
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What our clients are saying
Thanks for all you do for us. We are
thrilled to have a “person” instead of a
company for our headset needs. The
headset “bother” is no longer a big deal
with all your insight.
– M. Hanson, CTS LanguageLink
…I could find it a little cheaper online,
but told them these folks are doing a
heck of a job, we’ll go with them…
– D. Ashe, WA Dept of Corrections
Business Telecom Products © - 2012
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Diverse client base
State of Washington
City of Portland
Business Telecom Products © - 2012
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Free Headset Audit, a $995 Value!
• Count, categorize by brand, model
and age
• Compatibility check
• Ensure your headsets are used
optimally
• 9 point quality check:
transmit/receive sound, side
tone/distortion, clarity, settings,
correct
• Test suspected faulty headsets,
refurbish working ones
• Care and maintenance
Business Telecom Products © - 2012
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We can help.
Business Telecom Products © - 2012
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Mastering the lost art of customer service.
Mastering the lost art of customer service.
Thank you.
Old fashioned values in a high tech world
www.btpi.com