And in a customer service-related SLA, KPIs can measure: this includes the high-level numbers mentioned in the SLA and other contributing metrics that should be used as indicators to know if you`re on track to meet your SLA goals. At the end of the day, the key to exceptional customer service comes down to customer satisfaction. But making customers happy, offering efficient service at the same time, and controlling costs can seem like conflicting efforts. The most common CUSTOMER SERVICE SLAs in the BPO industry help balance and coordinate these goals. >> Have you ever tried to achieve your service level by manipulating supply and demand? As of today, one of the most popular Contract Center field standards is an 80:20 ratio. This means that 80% of the calls received are answered by a specialist in 20 seconds. However, this is not a fundamental principle and the final results depend mainly on the specificities of a particular call as well as certain other elements. Thus, the ratio can vary – 90/20, 70/40 or 60/60. There are also variations of these metrics. You can use a “refined” ASA, SL, or Abort rate.

What does that mean? Well, that means you`re filtering out some calls that you don`t want to include. The metric is not pure and tells a slightly different story. An example is removing your SL metric and removing all calls that didn`t wait for the full threshold. If you use an 80/20 SL, your SL 80/20 is refined, without any calls canceled in less than 20 seconds. The logic here is that you put staff to answer the call in 20 seconds. Updating notes, creating records in CRM tools, updating existing records, etc.). The SLA is inversely proportional to the occupancy rate. If the utilization rate is high, it means that there are fewer agents available for calls and the caller has to wait in the queue. This ultimately reduces THE AA. Officer training, on-call assistance and timely interventions can reduce occupancy and improve AA. If you follow the 12 steps above, you can measure your service level accurately and consistently. You can also check this blog post for common causes of a low level of service.

A customer who calls a technical support number will likely wait much longer than someone who calls a retail line. The term Average Talking Time (TCA) is considered exclusively for the period during which an operator is online with a customer, including call retention periods….