Service Level Metrics

[Gloria E]

I am looking for input on an appropriate service level metric for a software support call center. We have all Universal Reps who handle any call that comes in. This is a new structure for us since last December.

We used to be level 1, level 2 and level 3 technician and our service level metric was 85% in 20 seconds.

We realize this is not attainable in a universal environment when supporting software.

What service levels do you recommend for this type of environment?

We are looking at 85% in 40 seconds, 85/60 and 85/80.

Can anyone provide some information?

Thanks.

[ctaylor]

Gloria:
You have posed an interesting question and one a number of my clients have also asked..."What is the right SLA for me". I will take a stab at addressing this for you, but caution you not to put too much faith in 'Industry Benchmarks' or global SLA's. The reason for this is that your company is unique and there are likely very few direct comeptitors whose SL might be meaningful to you. Most 'Industry Benchmark' group numerous types of companies together and identify the net result. To group a software company selling a $49.99 package in the same boat as a $50,000 package is unfair to both and underscores this problem.

I would suggest you view this pragmatically and by working through this process I beleive you will arrive at an appropriate SL for your organization.

My suggestions are as follows;
1-Look at any direct competitors you have and benchmark yourself to them. What is the their ASA, GOS, Abandon etc.
2- Look at your customer sat information, are you customer expressing more displeasure and frustration at the SL since you made this change?
3-Contact some of your customers and ask them what they feel a reasonable Target is. (if you have a User Group this can be much easier).
4-Don't focus overly much on the standard ASA, GOS, Abandon Rate etc. These quantitative metrics don't really address the heart of why technical support exists...We exist to help solve our customers problems so that they can use and enjoy our products. This builds brand loyalty and increases Lifetime value.
Better metrics for technical support include First Call Resolution, Quality and Customer satisfaction. Resolution of the problem/accuracy of the answers provided finish ahead of response time in the surveys that have been conducted in this area.

So see what your nearest competitor (in terms of offerings, scope, price etc.) is offering, review your Customer sat data since you made your change last December to see how sensitive your customers are to these shifts, speak with some real customers or convene a focus group to assess their opinions and preferences and be sure that any 'Service Level' metrics includes the qualitative metrics that will help grow and sustain your business and not just the quantitative ones. This will hold true regardless if you are offering support for a $50 or $10,000 product and it is also true regardless of the channel allocation or distribution you have accross your customer interaction channels.

I hope this is helpful to you. If I can be of further assistance please feel free to email me at ctaylor@thetaylorreachgroup.com

Regards,

Colin