Professional Tools for Service Center Managers

IHD Interactive Help Desk TCO

RADAR Today's Help Desks are becoming more strategic in nature as they evolve toward being business partners in their organizations. In ITIL terms, help desks are becoming Service Desks because of a wider scope of responsibilities.

Service Level Agreements and Operational level agreements are becoming the norm. Managers must know the staffing requirements to meet SLAs as well as the Total Cost of Operations (TCO)... the Cost per call ... the Cost per incident. Establishing and racking these critical components are the challenges facing operational management.

IHD Software Features

  • Interactive slider controls for service level tuning and "what if" scenarios
  • RADAR enhanced Erlang Auto calculates agent staffing
  • Incorporates inbound and outbound call volumes
  • Industry standard call distribution models
  • "Build your own" custom distribution models
  • "Save As" captures service levels and call data in HTML or Spreadsheet file
  • Auto calculates telephone trunk requirements
  • Auto-populates cost tables
  • Cost details include:
  • Labor for all calculated per square foot agents and management
  • Telecom costs for incoming and outgoing calls
  • Overhead costs include:
  • Facility costs calculated per square foot for agents and management
  • Training based on per diem costs for agents and management
  • Equipment including workstation, ACD and call management system
  • Multi model scenario capability to quickly compare solutions
  • Global Currency support through PC Regional Settings
  • 2D and 3D Charting, with full 3D control
  • "Cut and Paste" to documents
  • Summary table
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    Key Benefits

    • Interactive modeling shows immediate results as cost factors are adjusted
    • Decision making made easy with "what if" scenarios
    • Embedded industry expertise in a model that incorporates many years of "lessons learned"
    • Accurately determines staff required
    • Intuitive user interface requires only minimal training
    • Highly effective in negotiating Service Levels that are "Win - Win"
    • Saves Time and effort In Meeting tight deadlines
    • Fast return on investment (ROI)

     

     

    Service Level Agreement Planner

    RADAR Solutions Group is please to announce the SLA Planner. This model is as user-friendly as the Interactive Help Desk (IHD) with interactive sliders and visual graphics to instantly demonstrate the impact of changing parameters on your operations. This model has all the funcionality of the IHD without incoporating the cost solutions.

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