This tells us that you reach 90% of your main goal in 10 seconds, and of the 10% that were not recovered within the time frame, 99% of your calls received a response in 5 minutes. Only 1% of the second group had long waiting times. High-performing teams use these agreements as a standard form for operations and communication – and promise to offer their customers a level of service that keeps them happy and satisfied. In this article, we discuss everything you need to know about ALS and why they need a place in your call center infrastructure. In its most basic form, a service level contract is a written contract between two parties that gives singing what one must provide to the other. In the field of call centres, SL is generally a provider that agrees to offer accessibility to its customers. The most important thing to remember when preparing a service level contract is this: don`t promise a customer a level of service that you won`t be able to meet. Avoid the arbitrary implementation of a service level standard if it does not reflect what you can provide, such as. B the 80/20 industry standard, on which you will read more in the next lesson.
The use of technology is one of the main distinguishing features between successful contact centres and unsuccessful contact centres. This section defines the objectives of this agreement, z.B.: Choosing a service level metric depends in large part on the goal you want to achieve. For most call centres, the main goal is to fully satisfy the customer using an SL formula. I would like to talk a little bit about the retraining in the management of SL. Recycling can be a controversial problem in operations, as agents do not always like to accept different types of calls. The decision to improve which agents at a certain threshold may be based, for example.B. on the comfort level of these agents with the type of call. Sometimes the types of additional calls you give them have higher handle times or less customer satisfaction. The first thing you need to do is work with your training department. Make a list of the types of calls for which officers are trained. Their expertise aims to set a threshold for the duration of their schooling.
It may take up to 6 months for no tendering. What do the best call centres do? They are not sent manually. Instead, all overflow is done automatically via the telephone system. Almost all systems can do this effectively. You automatically dump trade rules and calls when needed. This eliminates manual interventions and makes your service level agreement even easier, as there are no negotiations, but only part of the basic plan. Regularly check each participant`s metrics to monitor and make public your progress in achieving the agreed goals. This transparency creates accountability for both parties. As I said, it depends on your business objectives.
If you accept calls from general customer service, ASA may work well. If you have an Elite line for premium members, you can use two SL metrics. A primary metric of 90/10 and a secondary metric of 99/300. This means that 90% of calls in 10 seconds and 99% of all calls will be answered in 5 minutes. This means that your general staff model takes the most calls, but the secondary measure measures how far you can make sure that only 1% waiting stops. In sales call centres, the drop-out rate tends to be a better metric than SL or ASA. The reason is that the goal is to get as many opportunities as possible to get a sale. It is more important to know what the percentage of callers can go through than how long they wait. There is usually less of an existing relationship that is managed than in a customer call center.