Your call center will not be able to maintain peak performance every day. The performance is bound to rise and fall like a sinusoidal curve. There will be several reasons that could be influencing your call center performance positively or negatively. It helps a call center supervisor to know:.
SLM helps point a finger on the efficiency with which agents respond to calls that reach them. SLM is usually done on a regular basis. A champion call center software usually refreshes the service level target data every five minutes. If the target level is not met, the call center supervisor can take countermeasures to optimize call center performance. The image below explains the junctures at which short abandons occur when a call gets transferred to the call queue and from when service level calculation begins.
The process of calculating the service level for call centers is fairly simple. There is no mathematical mayhem involved. You have to use a formula to calculate the service level target and use it as a measure. But, before we get into discussing the formula, you ought to know a few terms that will be thrown around in the service level calculation process.
Some of which include:. Service level calculation can be done with the help of 4 formulas. Each formula takes into consideration several aspects of the call metrics which alters the end result. As a supervisor, the onus is upon you to decide which formula would be apt for monitoring and reporting purposes. In what is to follow, we would be discussing four formulas usually used for service level calculation. Be it mind-numbing trigonometry or a simple arithmetic calculation, an example can help clear the fog of confusion.
Here is a collection of fictional call data that will help us understand the process of calculating service level:. After you have decided how to classify abandoned calls, you should define a service level formula, based on this classification.
This is essential to ensuring that service level is measured consistently over time. A few examples of call center service level formulas are as follows:. Deciding on a time interval is crucial and will significantly influence your service level calculation. After you have chosen a time interval, you should define when it starts. Some suggestions are:. Once you have defined your service level and time interval, you are ready to select a service level objective.
Once you have selected your service level objective, you can now decide on the measurement interval. Some call centers are constantly measuring i. These call centers will have a more accurate assessment of service level as the day progresses. Other call centers prefer to assess the service level of the past week, just to ensure that they are meeting their goals. Of course, the longer the measurement interval, the more difficult it can become to pinpoint periods of problematic service levels.
It is therefore essential that careful consideration should be taken when selecting a measurement interval. Decide which team, agent and department to collect data from. Some call centers are only interested in the service levels of a certain department i. Call center software that allows you to accurately measure service level in a way that is meaningful to you is crucial. Most ACDs will collect data based on the number of calls that had a service level event within your predefined time period:.
Counting abandoned calls is the best method for companies looking to provide stellar customer service every time. To calculate this rate, you need to look at the number of calls that were resolved during the first phone call without the customer needing to contact you a second time or more and divide it by the total number of calls received in a day.
The higher the rate is, the more successful the call center is. What is a good FCR rate? The key to maintaining or exceeding a certain service level in a call center is to make sure you have enough agents on-hand at all times to address the incoming calls within the preferred time frame. For business owners looking to answer their own customer service calls, this can be challenging.
Hiring more team members to take those calls will improve your service level, but it will do so at great cost to your operating budget. Let ROI Solutions help. How to Calculate Service Level in a Call Center The easiest way to calculate service level is to look at the number of calls the agents can answer within a certain time frame after the phone begins to ring.
The number of calls answered within the threshold divided by the number of calls that had a service level event. This treats these abandoned calls as though they had exceeded the threshold.
The number of calls answered within the threshold divided by the number of calls that had a service level event minus the number of calls that were abandoned before exceeding the service level threshold. Calls abandoned before the service level threshold expired are removed from this calculation. The number of calls answered within the threshold plus the number of calls abandoned within the threshold, all divided by the number of calls that had a service level event.
This treats these abandoned calls as though they were answered within the threshold. Some companies put in place a call-screening or triage group. This is similar to the company switchboard in that this quickly answers the calls before transferring them to a longer queue in the appropriate department. This is sometimes used to cover up service level problems. For example, a few years ago, one of the regulators put in place a metric on the speed of answer of telephone calls. The rumours that I heard were that one company tried to get around the target by putting in a small call-screening group, who would answer the call and then transfer it to the appropriate department in effect, a switchboard.
The call was not resolved any faster but it made the service level figures look better as it was deemed answered at the first stage. In some outsourced environments, included in the service level calculation is the contracted volume of calls vs the actual volume routed during that interval. If the calls routed are above the contracted volume, the SL target may be missed and possibly impact subsequent intervals. This would therefore need to be considered in the SL calculation.
This should only be used as a measure between the contact centre and client. The actual customer experience is or should be a separate measure you track at the same time. I still had 19 seconds to answer that call. Had you got there in 10 seconds it would not have abandoned. Is there a way to compute for the SL projection for a day or future dates with the following information available? Old thread now but I disagree with the principle of including abandoned calls depending on your Service Level Agreement.
Old thread but for people who are saying that abandoned should be ignored because some calls are getting abandoned before the threshold.
If calculated properly, It helps boost your SL. I came across a statement that the SLAs should be calculated only for the calls inside the opening hours all calls coming outside the office hours should be ignored. Is there a way like reverse math to get the total contacts offered? I read through several of the comments. We calculate SL in several different ways depending on the contract we have with the client.
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