Revisiting Your Service Level Objectives

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Videos Workforce Management Brad Cleveland service level workforce management

Revisiting Your Service Level Objective

Brad Cleveland

Call Center Contact Center Customer Access Strategy Leadership Videos Workforce Management Brad Cleveland customer access customer access strategy Customer Service service level workforce management

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Service Level: Realistic Targets, Taken Seriously

Brad Cleveland

If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve.

Service Level vs. Quality

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward customer experience customer relationships Customer Service service level strategy

The Top 3 Ways to Forecast for Your Contact Center

Breaking Profitability At its most basic level, a. service levels. customer service and service level goals, while minimizing. forecasted workload, but, at the peak period of the day, you need 115 agents to safely cover your service level.

Contact Centers Focusing Less on 80/20 Service Level

Fonolo

In the wide world of call center metrics, “service level” has always held a special place. The longevity of service level is astonishing when one considers the enormous changes that have occurred in customer service technology over the last few decades.

Calculating Service Level in Light of Customer Experience and IVRs

Taylor Reach Group

Definition of Service Level: The percentage of calls answered within a set threshold. Note: Service level applies to live contacts so the same definition can be used for other channels such as Chat or SMS. Example: Service level threshold is 30 seconds; 100 calls are answered, with 80 answered within 30 seconds and 20 answered in more than 30 seconds. Service level is 80/100 or 80% in 30 seconds. Service Levels for IVRs.

Setting Service Level Objectives

Service Agility

That’s the formula we use for service level calculations in contact centers. Here’s what I love about service level objectives: They are the tangible proof of how an organization calculates the trade-off between cost and customer satisfaction. If you truly value customer satisfaction, you will set an aggressive service level standard and routinely meet it. A relationship exists between service level and abandonment, and it differs by organization.

Customer Story: Clearlink Maximizes Service Levels with inContact

inContact

Customer Story: Clearlink Maximizes Service Levels with inContact. Clearlink provides marketing technology and customer acquisition services to large national brands such as Dish, Verizon, AT&T, CenturyLink and Progressive.

Service Levels: Why They Suffer, and What You Can Do About It

Monet Software

Service level is just one element that contributes to a customer’s positive call center experience – but it’s an important one. Faulty Forecast If call volume or call patterns are different than what was anticipated, it will affect service level.

Is an 80/20 Service Level Your Call Center’s ‘North Star’?

Fonolo

If most call center teams had to pick a “North Star” it would be service level, which measures the length of time callers wait to reach an agent. Service level is always given as a pair of numbers: a percentage value and a time value in seconds. Service Level Pitfalls.

Building a Resilient Contact Center

Contact Center Pipeline

Technology call center cloud solutions contact center contact center resiliency five nines reliability geo-redundancy service level agreements SLAs technology redundancy

The SBR Balancing Act

Contact Center Pipeline

Call routing call center call routing call-flow design contact center occupancy service level skills-based routingSkills-based Routing (SBR) is a feature found on any ACD today, and it’s been around for over 30 years.

Accessibility and Quality Work Together

Brad Cleveland

Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? That’s one of the most common myths in customer service. Or the other way around? Accessibility and quality are closely related and complementary.

Cloud Ushers in “New Rules” for Technology Selection

Contact Center Pipeline

Technology call center cloud solutions contact center request for proposal RFP service level agreement SLA SOW Statement of Work technology implementation technology sourcingProcurement processes are undergoing change in concert with the revolution ushered in by cloud solutions.

The 80/20 Rule Is Dead! You Can Do More with Social Media Data

Aria Solutions

For the sake of all great social experiences, let’s revisit one of the most common and basic measures of contact center success – the service level. Relying on service level to measure customer satisfaction. What is good service?

The Problem with Daily Averages (and the Solution)

Brad Cleveland

Call Center Contact Center Customer Service Videos Brad Cleveland Customer service statistics service level service operation

Should We Have Objectives for Abandonment?

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Customer service statistics service level

KLM Provides Wait Time Estimates on Twitter Page

Brad Cleveland

KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide wait time estimates, updated every five minutes. This is a good example of an organization that meets customers where they are.

The Edge of Service™, Issue 9: How "Waiting in Line" Is Changing

Brad Cleveland

The Edge of Service™ Newsletter, Issue 9: How “Waiting in Line” Is Changing If you care about delivering effective service—whether you head a multinational, direct a division, or are simply intent on meeting commitments as an individual—there are three things to know about queues: They will always be with us.

Operational Indicators – Sevice Levels, ASA & Occupancy Rate

Taylor Reach Group

In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Service Level. Service level, the most commonly used center metric – is defined as the percentage of contacts that are answered within a specified target time threshold. A 70 – 30 service level, means 70% of calls were answered within 30 Seconds.

The New Era of Customer Relationships: Are You Ready?

Brad Cleveland

Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s commitment to service before making brand or product decisions. Bad experiences (even if they are one in many thousands … Call Center Contact Center Customer Experience Customer Relationships Multi-channel Support Brad Cleveland customer loyalty Customer Service service level

Is Your Strategy Working?

Brad Cleveland

Contact types: The major types of interactions that … Customer Access Strategy Brad Cleveland Call Center Customer Service routing service levelGiven the current economic challenges, it’s an important time to revisit your customer access strategy, and ensure that it is finely tuned to support your organization’s brand and your customers’ needs.

The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate. The most common metrics included in CCO agreements are all quantitative: Service Level, AHT, abandon rate etc.

Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

Organizational reporting, by its very nature, aggregates the performance below the organizational level. The queue reports will aggregate the shift and team performance while the team level reporting aggregates the individual Agent performance. This is analogous to an airplane descending, things get clearer as we get closer, but the breadth of the view gets smaller until we get to ground level. o service level. By: Colin Taylor.

Common Causes of Employee Turnover

Brad Cleveland

… Call Center Contact Center Customer Service Leadership Organization and Culture Brad Cleveland Call Center Management On Fast Forward employee turnover

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The Power of One: Every Agent Matters

Brad Cleveland

This video shows the impact each person makes on service level, occupancy and average speed of answer. This video is from the course Customer Service: Working in … Call Center Contact Center Customer Service Agents Brad Cleveland Lynda.com Power of One

Don’t Forget the Oboes

Brad Cleveland

For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter diagrams demonstrate minimal correlation between overall service level and customer satisfaction results. A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction.

Putting Abandonment in Perspective

Brad Cleveland

What should our service level be to keep abandonment under … Call Center Contact Center Customer Service Leadership Workforce Management abandonment Brad Cleveland Call Center Management On Fast Forward workforce management

Don’t Forget the Oboes

Brad Cleveland

For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter diagrams demonstrate minimal correlation between overall service level and customer satisfaction results. The effort to understand how specific activities and measures influence overall results … Call Center Contact Center Customer Service Leadership Brad Cleveland Call Center Management On Fast Forward

Common Causes of Turnover

Brad Cleveland

… Call Center Contact Center Customer Service Leadership Organization and Culture attrition Brad Cleveland Call Center Management On Fast Forward retention turnover

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5 Ways to Get More Out of Your Agent Training

Contact Center Pipeline

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success.

"Follow the Leader" Featuring Todd Hixson

Call Center Weekly

Occupancy: Make sure service level and time of day match occupancy. What are some forecasting best practices that you utilize? Here's a quick tip for each area of forecasting. And yes, make sure you include all four! Volume: Clean anomalies.

Common Causes of Turnover

Brad Cleveland

… Call Center Contact Center Customer Service Leadership Organization and Culture attrition Brad Cleveland Call Center Management On Fast Forward turnover

Morale 158

"Follow the Leader", Featuring Neal Topf

Call Center Weekly

A new initiative likely means that the partner is working through a learning curve and making adjustments to effectively operate the service or product. What factors should an organization take into consideration, when choosing a business partner?

Putting Abandonment in Perspective

Brad Cleveland

What should our service level be to keep abandonment under … Call Center Contact Center Customer Access Strategy Customer Service Workforce Management abandonment Brad Cleveland Call Center Management On Fast Forward customer access strategy

Components Of an Effective Customer Access Strategy

Brad Cleveland

In this podcast, Brad identifies the major components of an effective customer access strategy: customers, contact types, access alternatives, hours of operation, service level and response time objectives, routing methodology, people and technology resources needed, required information, analysis and improvement, and guidelines for deploying new services.

The Measures Every Contact Center Should Have

Brad Cleveland

Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and loyalty, and strategic value. Podcasts Brad Cleveland Call Center Contact Center Customer Service ICMI Social Media strategy support center

Wait… That's Cheating!

Brad Cleveland

I recall a consulting assignment for the customer service operation of a large utility, with a client base in the millions. They handled thousands of customer interactions daily—vigilantly keeping an eye on service levels (which, in their case, meant the percent of contacts reaching agents within 30 seconds) to appease regulators who could approve or stymie requests for capital investments …