Tag Archives: SLA

New Survey on Service Level: 80/20 Is Still Going Strong

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New Survey on Service Level 80 20 Is Still Going Strong FonoloWhen it comes to metrics for tracking call center performance, service level is the undeniable king of the hill. It’s a measure of how quickly calls are answered by agents. The most typical target is “80/20” which means 80% of calls are answered within 20 seconds.

Although many industry experts criticise this target – no one even knows exactly how it was originally chosen! — it continues to be the default. A new survey from Call Centre Helper confirms that the reign of 80/20 continues, but there is more to the story.

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How to Efficiently Manage Service Levels with the Right Technology [Slideshare]

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managing service levelsFor most call centers, service level is a very important KPI.

It measures two parameters: 1) the availability of call center agents to assist customers; and 2) the speed with which agents resolve customer queries and concerns. Since any fluctuation in service levels can directly and significantly impact revenue, it’s understandable that call center executives are concerned with taking the necessary steps to consistently improve them. When it comes to service levels, leveraging the right technology can go a long way in improving declining service levels and, as a result, improve other important call center metrics such as CSAT.

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Call Center 101 – The Golden Rules of SLAs [Whitepaper]

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Call Center 101: The Golden Rules of SLAsCome into the classroom, sit down, and let us begin today’s four-part lesson: Call Center 101 – The Golden Rules of SLAs. As the official written handshake shared by a vendor and a buyer, it is a tangible commitment that ensures specific services will be delivered. Really, it’s a promise, one you must keep in order to satisfy clients and maintain the service levels that will keep your long-lasting relationship with them buoyed. Anyone working in the service industry, be it in retail, health or finance, should get the low-down on Service Level Agreements (SLAs), and fast.

If it’s crunch time and you’re looking to quickly study up on SLAs, look no further. In this crash course, we provide you with:

  • SLAs in nutshell;
  • How to set a winning service level for your own organization;
  • Developing 20/20 vision with the industry standard of an “80/20 service level”; and
  • Strategies for meeting (and exceeding) your service levels in the future.

Read on: You’ll be an expert in no time.

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