service level management

Here at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. That is why we’ve tasked ourselves to research the best solutions to deal with these problems head-on. While nothing can beat call-backs in improving your call center experience for both customers and agents, we are happy to announce the findings from our years of research.

You might already be thinking you know the answer:

Artificial Intelligence?
No.

Internet of Things?
No.

Bots?
No.

What is it?
Animals!

From furry to feathery, and everything in between, they are here to take your animal farm of a call center to the next level. Our latest report will show you how, now.

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‘Service level’ measures the accessibility of a company to their customers, and that company’s ability to manage call volume fluctuations and execute their staffing strategy. It is directly tied to customer service quality and is often a vital indicator of a contact center’s overall performance.

A declining service level can point to a number of issues: Poor scheduling; calls taking longer than expected; unplanned call fluctuations; and much more. On the other hand, if a contact center’s service level is improving, it’s usually a sign that the right technology, optimal agent scheduling, and accurate call planning are in place.

How can contact centers better manage their service levels? Leveraging the right technology can go a long way in improving a less-than-optimal service level and, as a result, the overall quality of customer service. From optimizing workforce management to enabling agent call-backs, managers and decision-makers who implement the right technology will reap the rewards.

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