Optimum Service Levels

[r1974]

Hi,

I currently handle a Inbound Customer Service program for a telecom major. Ours is a 100 seater 24x7 operation.

And like all business heads we have to fight a constant battle between SLs & operating costs.

Can you all share with me the optimum efficiency %age that we should look at for best utilization.

R

[mikael]

"And like all business heads we have to fight a constant battle between SLs & operating costs. "

This is indeed a battle, especially when revenues are not directly considered as part of the equation.

What's the value to you of taking a call? What are your customers' expectations of service level, and what are they likely to do if those levels are not met? What's the cost of that reaction to you?

In considering utilization, what will be the effect of a maximized utilization level on your turnover? What will be the cost of increased turnover rates?

In any organization, the PFM rule applies. Power Follows Money. If you want to win the budget wars, you need to learn how to pitch your arguments towards increasing revenues and profits.

[mdbabb]

One place to start in reviewing these items is with your existing customer base. How does your current organization feel about customer segmentation (providing different service levels to different customers based on revenue generated?) Also, does your center support wholesale or retail customers? Do you have service level agreements that guarantee service level to certain customers?

With my previous employer, I managed the wholesale call center for a Tier One carrier in the U.S. My role also included management of an interface group that interfaced with IT for call center technology, billing, operations, and new product support. For several years, we consistently held a 80%/30 second SL. At the time I left the company, the call center was moving towards a more segmented base, providing 90/10 to the top echelon of customers and a 70/60 sl to residential customers who did not generate as much revenue.

There are two things to consider - sales and service. If your call center is supporting a wholesale, retail, or mixed customer base, you could set varying service levels based on the needs of the customer and the needs of the organization.

If you would like, please contact me at michelle.d.babb@kp.org and I'll be happy to provide you with any suggestions.

[r1974]

Hi Folks,

Michael & Michelle, thanks for the multi directional approach to this issue. I will surely utilize it & review the results.

My main concern here is that I wanna find out the max agent efficieny (%age of productive minutes to logged in minutes) that can be achieved to deliver a SL of say 90/90.

To Michelle's point that do we offer priority to customers based on their revenue potential, Yes we do. But at the moment it is not linked.

Looking ahead to your feedback.

Regards

R