The common objective of Service Level is answering 80% customer calls in about 20 seconds, which means 80:20 ratios. Successful Call centers aim to route 80 out of 100 calls in 20 seconds to the live agents. It is a constant strive for every call center to answer 100% calls in the stipulated timeframe. In order to deliver the 100:20 objectives, the
inbound call centers need huge staffing which require a necessary modification in their staffing and overall budget. This service level is not easy to implement as the customers these days generally do not mind waiting for a few more seconds to get a response from the other side. This is the main reason why most of the high profile call centers employ an automated attendant which keeps on reminding the callers about the approximate time required to get their calls connected. The implementation of visible queues, also known as automated attendant, has lowered down the customer dissatisfaction rates. It does not mean the call centers do not care about the remaining 20% calls, these calls are kept on hold as the top call centers concentrate on the side metrics like the longest current wait time only to avert the disgruntled customers who are dissatisfied with their calls not being answered by the reps are quelled by the on-hold music, played in the IVR.
The best suited Service Level objectives depend on many variable factors like the average volume of the calls, the expectations and the tolerance levels of the customers, the staffing budget of the company and the competitors Service Level objective. There are exemplary SL objectives like 80/30, 90/20, 90/30 etc which are shared by most of the call centers but picking any of the aforesaid objectives randomly without considering your frontline managers and the expectations of your customers may often result in annoyance of the customers and/or the call center executives.
Obviously no talk about the Service Level is comprehensive without a mention about the quality customer service. You can take your own time in carefully choosing a robust SL objective and go further in achieving that objective consistently but it does not mean bend the rules if the calls, being routed in a quick succession are sloppily handled. One can not compromise on the quality for the sake of accessibility. The top most and renowned call centers know this and they will never let the efficiency take over proficiency & professionalism. These call centers train their agents in the customer oriented service ambience where the things such as empathy, accuracy are of supreme importance without neglecting the customer concerns as treating them a microorganism for the foundation of ideal work culture. When these values are encouraged in the backdrop of corporate rules and regulations, there are very less chances of mistakes being made, necessary call backs and customer annoyance along with the agents frustration. It ensures that the call centre meets its Service Level objectives or even surpasses it.
