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Risk vs. Reward of Reducing SLA Goals Messages in this topic - RSS

Kristen NJ
Kristen NJ
Posts: 1


2/23/2017
Kristen NJ
Kristen NJ
Posts: 1
I need some help guys -- I am being asked to compose a response to the question "what would be the risk vs reward be if we reduced our SLA to 70% as well as an assessment if we reduced SLA goals to 60%"--- the center has a pretty volatile workload -- there is a sizable range in both call patterns by interval and AHT (5:00 -45:00 by type of call) and those variances will have more impact -- needless to say there will be a direct impact to the customer experience - but in addition there is a *real* potential that this change would impact the employee satisfaction yielding higher turnover - replacing agents is a time consuming and costly process in the pharma industry considering the amount of training required --


This question is definitely a first for me --and I know I need to focus of the cost since the term budget favor-ability was used a number of times -- but I really am at a loss in terms of how to not only calculating this but also how to communicate how much of a risk this will be and that I cannot provide a recommendation for or against a change like this without knowing the end goal
edited by Kristen NJ on 2/23/2017
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