service level for different skill sets

[yooo]

in my call center , we have the following benchmarks for Service level:

Technical Support (toll free number): 80% calls answered in 180 seconds
Technical Support (toll number, 1.95 per minute): 85% calls answered in 25 seconds
Customer Care: 80% answered in 90 seconds
CD order line (just taking customers orders for software): 80% answered in 40 seconds.

Please let me know, how do we benchmark service level for these skill sets. Are there any criteria? Thanks.

[smack]

Check out the thread started by Ron G. There have been some good posts that could relate to what you are looking for.

[gkern]

Those sound pretty close to industry standard goals for consumer products, but I would have to understand more about your customer base and product to say for certain.

Greg Kern
CallTech
52-261-0409