>> Have you ever tried to nail your level of service by manipulating supply and demand? Does your contact centre have a robust service level contract? If not, here`s your chance to introduce one. Service level agreements are a proven tool to improve orientation, productivity and service quality in contact centres. In this blog post, you`ll find out how to implement a strong Service Level Agreement (SLA) that will actually benefit your contact center. ASA (Average Speed of Answer) – The average time a caller is in the queue before receiving a response from a agent.SL (service level) – The percentage of callers who receive a response within a specified threshold. Z.B. An 80/20 service level means that 80% of all calls are answered in 20 seconds. Note: The SL can be based only on edited calls or on all calls offered. Abandon Rate – Percentage of callers who give up before answering. It is sometimes difficult for the WFM team to act as operations manager. But it is absolutely critical. If you only continue with a WFM hat, your plan will probably not be accepted. It must be balanced and the needs of operations are essential in this regard.
Another mistake is to create SL targets that are too aggressive. It seems better to manage an 80/20 SL instead of 70/30, but it is also much more expensive. It seems good to say that you want to reach THE SL in all intervals or every day, but it will cost even more. Do you know how important it is to have these very high LS? Otherwise, you can waste money. A very common mistake is not to propose a new service level metric at all, because you think that leadership will not be open to that. Remember that recommending new metrics or goals shows that you are thinking about how to make things better. It shows you`re proactive. You have a unique perspective and the ability to introduce a new thought into your contact center. First, alS ensures that everyone is working on the same goals.
This ensures that everyone is ready for success. There is less friction in the system and you spend less time negotiating and debating and more time solving problems. Second, it makes planning easier.