After selecting your service level objective, you can now set the measurement interval. Some call centers constantly measure (i.e. every 15 seconds, minutes, 10 minutes, 30 minutes, or hours) to adapt their staff accordingly. These call centres will have a more accurate assessment of the level of service during the day. Other call centers prefer to evaluate last week`s level of service just to make sure they are meeting their goals. This type of measurement approach is useful for call centers that don`t make timely personnel decisions based on service level, but use them as a rough estimate of last week`s performance. SLA or Service Level Agreement is a document that defines the rights and obligations of a company and a subcontracting customer. For example, the Service Level Agreement Call Center lists the quality of call processing services provided by a outsourcing company. The agreement is signed by both the contractor and the customer indicating mutual responsibilities. A document normally contains information such as: Signing SLAs is a necessary element in the case of BPO, especially when it comes to companies that provide contact center services – statistics are of great importance in this area, so SLAs are very thoughtful when it comes to productivity indices. The leaders of these companies are always looking for new tips and tricks for customer service and potential customer communication.
You track indicators of customer reactions to different forms of speech, types of sentences, etc. Statistics are carefully controlled in this sector of activity and are often the most taken into account in the choice of an outsourcer. If there was a secret recipe for always achieving your goals, whether it`s your personal goals or your call center`s SLA, life wouldn`t be fun. The truth is that every situation and every contact center is different, just like every SLA; What is needed to satisfy them will therefore be unique. Data is useless unless it is used to make decisions that will help you achieve your goals. When monitoring service level, make decisions based on this data. Forward overflow calls to agents at home, have in-house agents work late during a rush, and schedule agent breaks so the level of service isn`t affected. These are all simple examples that will help you improve the level of service when they decrease. The term Average Talking Time (TCA) is considered only during the period during which an operator is online with a customer, including call retention periods.
After Call Work (ACW) in the amount of work done by a call center specialist after a conversation with a customer ends….