Service Level consistancy between applications

[Paul Morack]

Question for the group.

I have a call center with many different groups / applications accepting calls separately. However, they all roll up to a single management team who evaluates the service level of each group and wants to understand who is performing the best based on the service level metric that is reported on the standard reports.

The threshold for in service level is currently 20 seconds or less.

Now my question, certain groups are asking to change the ACD threshold to something more than 20 seconds in an attempt to make the service level percentage look better for their specific group.

In my opinion this is an unfair advantage and cooking the books in an attempt to look better in the eyes of their management or look better in comparison to the other groups who are set to 20 seconds.

The in service level time is not my question. Its a business decision if its 20 secs or 99 secs. However, if all groups are being measured the same, by the same management team, the service level time should be the same across all groups?

Thanks in advance,
Paul Morack

[ryanweaver171]

Originally Posted by Paul Morack

Question for the group.

I have a call center with many different groups / applications accepting calls separately. However, they all roll up to a single management team who evaluates the service level of each group and wants to understand who is performing the best based on the service level metric that is reported on the standard reports.

The threshold for in service level is currently 20 seconds or less.

Now my question, certain groups are asking to change the ACD threshold to something more than 20 seconds in an attempt to make the service level percentage look better for their specific group.

In my opinion this is an unfair advantage and cooking the books in an attempt to look better in the eyes of their management or look better in comparison to the other groups who are set to 20 seconds.

The in service level time is not my question. Its a business decision if its 20 secs or 99 secs. However, if all groups are being measured the same, by the same management team, the service level time should be the same across all groups?

Thanks in advance,
Paul Morack

Unfortunately, like most call center questions, the answer is "depends". It depends on the type of calls each group receives, size of the group, and business goals. For example. group that takes technical support calls (usually a higher wait time) cannot be expected to answer the call in the same amount of time as for a hotel reservation. If you could provide the call types for each group, ASA, and AHT I could probably give you a better answer