Setting Service Level Objective

Many contact centers use a combination of different tactics when setting their service level goals. How is service level set in your center?

When ICMI polled our readers on setting service level, only 3% said they rely on customer surveys alone. 7% said they solely relate to the competition; 9% take into account the value of the call, labor and trunk costs and caller tolerances. In comparison, a vast 20% aims to minimize abandonment and 30% follow the 80/20 standard. The majority of you, with 32% of the total votes, answered that your contact centers used a combined approach of all these methods.

Does your contact center follow any of the above tactics? If so, how successful (or unsuccessful) have they been? Share your stories with us in the comments!

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Bernard Tsang — 8:53PM on Mar 29, 2012

From a customer perspective, I suggest you look at the correlation between Customer Satisfaction vs. ASA, Service Level and Abandon Rate. If the correlation is high (R2 = 0.5 or higher), then it is worth adjusting your target.