Annual Report Analyzes Trends, Metrics, and Salaries in Technical Support

Colorado Springs, CO — October 7, 2013 — HDI, the leading professional association and certification body for technical service and support professionals, today announces the release of the 2013 HDI Support Center Practices & Salary Report.

This annual research report provides managers with information they can use to validate existing practices, present new ideas for improving current methods and procedures, and justify their organizations’ staffing and budgeting needs. It also gives managers the ability to benchmark their support centers and compare salaries across positions and regions, and it provides them with the knowledge they need to make research-based decisions.

This report focuses on trends in technical support center practices, performance, and salaries and is based on data collected from nearly 800 support organizations between April and July 2013. Some report highlights:

·        Twenty-four percent of the industry is using chat to support customers.

·        One in five tickets is submitted by customers through web request.

·        Level 1 support spends seventy-eight percent of their day working on customer tickets.

·        Fifty-six percent of support centers use SharePoint to share knowledge.

·        Average time to resolve incidents is four to eight hours.

·        Forty-three percent of organizations report that over ninety percent of tickets
meet SLA/OLA targets.

·        Customer service skills are the most sought-after skills for frontline and desktop support staff.

·        Eighty-seven percent of customers are satisfied with support center services.

Learn more about HDI resources and get access to the report today!  

ABOUT HDI | HDI is the worldwide professional association and certification body for the technical service and support industry. Facilitating collaboration and networking, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of professionals each year. 

HDI also connects solution providers with practitioners through industry partnerships and marketing services. Guided by an international panel of industry experts and practitioners, HDI is the premier resource for best practices and emerging trends. 

ABOUT UBM Tech | UBM Tech is a global media business that provides information, events, training, data services, and marketing solutions for the technology industry. Its media brands and information services inform and inspire decision makers across the entire technology market— engineers and design professionals, software and game developers, solutions providers and integrators, networking and communications executives, and business technology professionals. UBM Tech's industry-leading media brands include EE Times, Interop, Black Hat, InformationWeek, Game Developer Conference, CRN, and DesignCon. The company's information products include research, education, training, and data services that accelerate decision making for technology buyers. UBM Tech also offers a full range of marketing services based on its content and technology market expertise, including custom events, content marketing solutions, community development and demand generation programs. UBM Tech is a part of UBM (UBM.L), a global provider of media and information services with a market capitalization of more than $2.5 billion.