Service Level is the granddaddy of call center metrics. Traditionally, answering 80% of calls in 20 seconds was considered a best practices goal. While some remain attached to this metric, experts increasingly see this as a metric that needs to be put into context with other metrics, i.e. Caller Satisfaction, Average Handle Time, Rate of Call Abandonment, etc. When evaluating Service Level goals, you should understand the real impact it has on overall customer satisfaction. This allows for balanced management of KPI’s in relation to Service Level expectations, and managing the overall caller experience. Here are three points to consider:
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CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. “Caramels” distills key points from these interviews into practical, bite-sized nuggets to inform and assist you as a contact center professional.
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