Daniel Kauppi's Discussions
Service levels: World Class vs. Acceptable (vs. unacceptable)
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Started this discussion. Last reply by Tripp Babbitt Jul 30.
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Each system is unique. Benchmarking and Service levels will not lead to improvements, we will have to do better than that. Benchmarking will lead to copying and service levels lead to targets that become the defacto purpose of the organization (as o…
Are you losing customers? if not, all is good. If so, is customer acquisition cost more that improving customer support? Have you done a Frequency Distribution chart to understand what support items are being called about the most? Have you attacked…
Dan, an interesting thread, thanks for starting it.
I offer my own humble opinion about these things. Take a look at your speed to abandon numbers and calculate what your abandon rate is at different times. Typically there is a quick peak with rapi…
That's a great point. I've heard from several thought leaders and experienced it myself that service levels are one of those things that can only hurt customer satisfaction. A world class service level doesn't necessarily delight customers. However,…
"Back in the day" - A story was told to me over 20 years ago about a new AT&T vice president that wanted to make a splash in customer service. He insisted that they move from 80/20 to 90/10 for their SLA. He was fairly proud of himself, and thought…
Dan,
You may want to watch July 16th webinar that also addressed this question. I will have it posted on www.contactcenterperformanceforum.com by July 17 afternoon. Look for the webinar on WFM strategies. Good info.
Kay
Dan,
Do you get call flow projections from your clients?
We have been using the following KPIs and get excellent results.
Service level 0-60 seconds minimum is 90% and we average (5 years) at 95%
Abandon rate our goal is 4% or less. Our average (5…
Hi Dan
You should put a Grade of Service (GOS) threshold in place to measure your service performance, between 78% en 86% is an acceptable range. If you go under 78% SL you have a poor service performance, if you go over 86% you have a cost issue.…
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- Company Name:
- Caterpillar
- Industry:
- Heavy Manufacturing
- Job Title or Area of Expertise:
- Operations
- Total Number of Contact Center Agents (FTEs):
- 25-50
- Website:
- http://www.cat.com
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