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10-07-2004, 11:38 AM
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SL achievement
Hello!
In our Call Center the sl objective is 75 to 85 in 20. But our performance is: sl % interval of 1/2 hour 0 to 30 5% 31 to 50 9% 51 to 75 15% 76 to 85 18% 86 to 100 53% We have found that is very difficult achieve each half an hour the sl between 75 - 85 but I don´t know any benchmarking about this. Does anyone have a measurement like this to compare??? Thank you. 
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10-08-2004, 08:10 AM
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Not Enough Information
Assuming a reasonably uniform call flow, i.e. no significant fluctuations from one half-hour interval to another, SL adherence should be the same for half-hour, hour, or the whole day. Still, measuring SL in very short intervals may skew the actual performance. What is your SL for the entire day?
From the data you provide it appears that you are understaffed to meet the target SL. How was this target set? Can you provide more information about call volume, AHT, current staffing levels etc.?
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