So don`t try to achieve your service level goal by increasing parallelism, as another thing you should remember is that processing times increase with parallelism, so the “efficiency” benefits you think you`re achieving may not be as accurate. It is the responsibility of the call center manager to create an agreement that promotes customer satisfaction and ROI. An SLA is like a reference sheet for both parties – something in which everyone has insight to monitor the results. The agreement can range from general to specific and covers certain aspects of service standards – quality, availability, responsibilities – as well as other components on which the seller and buyer agree. The 80/20 service level discussed above is the most universal metric for the call center. This is the level that call center managers want to monitor and achieve. Failure to comply with this agreed expectation may result in a financial penalty; or the loss of that customer`s business. A service level agreement is a promise made by a contact center to offer its customers a certain level of service. The most common SLA for a call center is to commit to answering a percentage of incoming calls within a set amount of time. like answering 80% of calls within 20 seconds.
As with most successful relationships, communication is key. The first step is to select the right metrics to follow to make your service level decisions. The longer the measurement interval, the more difficult it can be, of course, to locate problematic service level periods. . . .