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Service Levels: Why They Suffer, and What You Can Do About It - Verint Monet - ContactCenterWorld.com Blog

Service Levels: Why They Suffer, and What You Can Do About It

Service level is just one element that contributes to a customer’s positive call center experience – but it’s an important one. 

People are more impatient these days, and calls that are not answered promptly will turn into missed calls much more quickly than they would ten or even five years ago.

If your business is like most contact centers, you calculate service level by the percentage of calls answered within a pre-determined time period – for example, answering 80% of calls in 20 seconds or less. When you miss your goal, it is likely a result of one of these challenges:

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Longer Calls

When new agents take longer than they should, or product issues requiring longer explanations, the number of calls-per-hour handled by agents drops, creating a domino effect that impacts when new calls are answered.

Faulty Forecast

If call volume or call patterns are different than what was anticipated, it will affect service level.

Incomplete Schedule

If scheduling does not take into account all activities, including non-call activities, meetings, etc. it can result in not having enough agents on the floor in a shift to maintain optimal service level.

Adherence Issues

When agents fall out of adherence, service level is certain to suffer.

What can you do to improve the situation? The answer is Workforce Management (WFM).

With WFM, call center forecasts will be much more accurate than spreadsheets. By utilizing call history data and running scenarios based on previous volumes and arrival patterns, you’ll have a better idea of what to expect, and can plan accordingly.

Better forecasts mean better schedules, and with WFM it’s easier to build flexibility into scheduling so start times, end times, break times and training sessions won’t hurt service level expectations.

Finally, WFM allows contact center managers to track adherence throughout the day, while monitoring service level alongside other key metrics. By accessing this information in real time, managers can make adjustments and rapidly put things back on track, resulting in more consistent service levels, hour after hour, day after day.

Do you have any tips on improving service levels? Share them on our Facebook page

Find out more about the benefits of Monet WFM

 

Source: http://www.monetsoftware.com/blog/Workforce-Management/post/service-levels-why-they-suffer-and-what-you-can-do-about-it

Publish Date: June 11, 2018 5:00 AM


2020 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

3.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

4.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)
PH: 204-975-6468

5.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

6.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
PH: 0217991445

7.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
PH: +44 (0)3331235960
 



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