Save Money: Centralize Your Help Desk75 percent of Fortune 1000 companies are centralizing their help desks, reducing support costs by at least 20 percent, according to Jeff Rumburg, vice president of Meta Group. Here\u2019s a snapshot of the savings you can expect.Let the Users Come to You Calls resolved from the help desk, rather than at the user\u2019s desk, can reduce per-call cost by as much as 80 percent.An average user calls the help desk 1.25 times per month: In a year, if all calls were handled at the help desk the cost would be $375. If all calls were handled at the user\u2019s desk the cost would be $1,875.\n\n\n\n\nThe Cost of Calls resolved when I.S. visits the user\u2019s desk\n\n\n\n\n$125\n\n\n\n\n\n\nThe Cost of Calls When the user calls the help desk \n\n\n\n\n $25\n\n\n\n\n\n\nSavings per call by resolving problem VIA the help Desk\n\n\n\n\n $100\n\n\n\n\n\n\nSource: Meta Group Consulting, 2001\n\n\n\n\n\nHow Does Your Company Compare?Bottom Line: CentralizeThe data below is based on a company with 3,000 employees and an average call volume of 5,000 calls per month. \n\n\n\n\n\n\n\n\n\nCost per call \n\n\n\n\nMonthly costs\n\n\n\n\n\n\n\nDecentralized Help Desk \n\n\n\n\n$30\n\n\n\n\n $150,000\n\n\n\n\n\n\n\n\nCentralized \nHelp Desk \n\n\n\n\n$24\n\n\n\n\n $120,000\n\n\n\n\n\n\n\nSavings \nper month \n\n\n\n\n\n\n\n\n\n\n\n $30,000\n\n\n\n\n\n\nSource: Meta Group Consulting, 2001\n\n\n\n\nBest Practices1 Consolidate the help desk into one location. This provides economies of scale and helps you calculate the help desk\u2019s high- and low-volume periods more accurately, staff accordingly and minimize idle time.2 Invest in smart technologies. These include remote support and user-enabled help tools. Software that allows the technician to take over a user\u2019s PC remotely or self-help technologies like password reset can prevent dispatching IT staff to the user location.3 Don\u2019t be overstaffed. Rumburg recommends that companies target an agent utilization rate of 65 percent, which means that each agent or help desk technician is actively supporting users 65 percent of the time. This allows for 35 percent of the technician\u2019s time to be spent training or doing administrative follow-up.