Service level for Technical Support CC

[sazeem]

Are there any Service level targets assigned for Call Centres providing technical Support? Service level such as 80% calls answered in 20 secs.

If no, then what SLAs/KPIs are normally implemented.

[mconboy]

We have conducted call centre research in 2002 in Australia and found that 69% of call centres measure Average speed of answer. their mean goal was 24 seconds however the mean actual was 27 seconds.

Interstingly 82% measure Average abandonment rate with a mean goal of 4% and a mean actual of 5% of calls abandonded.

Further more 36% actually take longer than 20 seconds to answer their calls

Further resources

www.callcentres.net

Good Luck
martin conboy

[Moriarte]

I have seen, especially in Technical Support Call Centers, targets that average to about 80%- 85% in 25 - 30 seconds. With acceptable Abandon rates around 5%.


Hope that helps..

[Mark Brannan]

Speaking as a technical support center, and having many contacts with other tech support centers - if you are doing true tech support for a hardware or software application service level targets tend to range more in the 80% in 1-5 minutes - depending on organization and such. Ours is 80% in 1 minute - but may change due to market conditions to be 80% in 3 minutes.

What will be just as critical in determining your staffing requirements for a particular service level though is both average handle time and call volume. For many tech support, AHT is long and volume is low - this equates to difficult forecasting and scheduling to achieve any service level. So in our case it's not just about what our service level target is, but managing these other variables as well. While it is difficult to manage volume (through involvement in the product development process and such) it is easier to manage AHT via KM initiatives and training.

As a side note, I've noticed in our staff planning that we don't save many resources by changing our service level goal. for instance, moving from 80% in 1 minute to 80% in 2 minutes yields very little headcount reduction - so it is interesting to find the right mix between customer satisfaction and minimizing expenses.

Mark