Service Level Agreement
For the control of the contact center uses a large number of different kinds of indicators and ratios. Most of these indicators are virtually indispensable for a contact center manager to assess its efficiency and productivity, but often the quality of customer service goes beyond the head of the Call Center (ATC). No, it should pay tribute to the training of operators in most contact centers. As a rule, the issue of training specialists in the eai approach responsible enough. But, if the contact center is not optimized business processes and customer have to constantly several times " in contact center solutions to even simple questions, then no courtesy and tact operators will not help.
At the same time, if, for example, the operator has access to full information in the customer card in the CRM-system, even some flaws in the service most likely will not spoil the experience. To assess the satisfaction level of service in many contact centers have recently applied a system of quality assessment. That is, for example, completion of the call with the operator of the contact center customers are asked to evaluate the level of its services. But, as in the example above, any opinion can ruin slapdash approach to the contact center as a whole. And even if operator will make the most of everything in his power, it will not help fix the customer experience. Of course, when assessing the service is to share the quality of service and results when applying. In Western contact centers often operate indicator Service Level Agreement. We usually "sounded" like "solution to a client in one call, but, in your opinion, how often it is used in the same bank? Naturally, for correct statistical measure Service Level Agreement should not be used to assess all applications to the contact center. There are issues which, for example, by default, are solved in one call, so do yourself beautiful, but no one needs statistics, you should not. Distribute the appropriate treatment category at the stage of constructing the contact center or optimize its business processes.
