Managing your customers` expectations is one of the biggest challenges call center managers face. The customer`s mood can tell you a lot about how someone thinks your brand, and by tracking the customer experience metrics on your reporting dashboard, you can get a glimpse of customer satisfaction and how they see your brand. The best call centre managers know that there is a limit to what a human team can accomplish. Fortunately, we live in an era where automation is commonplace; and it`s great for maintaining your service level numbers. The most important thing to remember when preparing a service level contract is this: don`t promise a customer a level of service that you won`t be able to meet. Avoid the arbitrary implementation of a service level standard if it does not reflect what you can provide, such as. B the 80/20 industry standard, on which you will read more in the next lesson. In this method of calculating the level of service, cancelled calls are considered missed opportunities to connect to a valued customer. They therefore have a negative effect on the level of service.
This method of calculating the level of service is most common among companies that maintain a customer-oriented approach, evaluate customer service and generate sales call revenue. After you set your service level and time interval, you can select a service level target. Here, too, it is important that you do so in light of the areas listed in «Select a Service Level Goal.» 1. Current Needs Assessment: You must develop an estimate based on current requirements. For example, how many customers do you have? How many calls are expected in a week, a month and a quarter? How many employees are required for the call service? How long does the service last? These are some of the basic estimates you need to make to help you create ALS for the call center service provider. If you have already created ALS, but it has not been effective, you will probably need to take stock of the current situation. It is possible that the above estimates have changed and that the ALS currently being created will no longer be effective. For example, the customer base has increased, which has even increased the volume of calls. In this case, you can either make some changes to the existing ALS or create a new one based on key estimates.
One of the best ways to overcome an ineffective ALS is to interview customers who inform you of service defects. I would like to talk a little bit about the retraining in the management of SL. Recycling can be a controversial problem in operations, as agents do not always like to accept different types of calls. The decision to improve which agents at a certain threshold may be based, for example.B. on the comfort level of these agents with the type of call. Sometimes the types of additional calls you give them have higher handle times or less customer satisfaction. The first thing you need to do is work with your training department. Make a list of the types of calls for which officers are trained. Their expertise aims to set a threshold for the duration of their schooling. It may take up to 6 months for no tendering. What do the best call centres do? They are not sent manually.
Instead, all overflow is done automatically via the telephone system. Almost all systems can do this effectively. You automatically dump trade rules and calls when needed. This eliminates manual interventions and makes your service level agreement even easier, as there are no negotiations, but only part of the basic plan.