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Top 3 Performance Metrics For Better Service Level Agreement

Posted by Shashvat
Customer Service

Customer service is one of the call center services that offers the solutions to the customers’ problems, queries, and complaints. Companies prefer to outsource these services rather than setting up an in-house premise for the same. The outsourcing customer service companies hire adept professionals who hold vast competence in offering a superlative level of service experience to customers.

Now, businesses are availing the outsourced customer service in abundance today. The requirement to satiate the customers with an unmatched service level has bounded many businesses to choose customer service vendors. What’s important with these services is that you as a business owner should have an idea to assess the performance of your outsourcing partner.

“What can be measured, can be managed”. This profound saying somehow magically fits into this scenario. A business that is looking to outsource their customer support operation to a third-party vendor should discern the parameters and metrics that are needed to examine the effectiveness of their outsourcing company.

This blog is going to give you a walkthrough the finest performance metrics that are needed for enhanced SLA (service level agreement). Let’s take a look at the top 3 metrics:

Metrics to attain enhanced SLA

Every business wants to see its customers happy and satiated. In order to offer a noteworthy level of service experience, you need to have a clear understanding of the metrics that measure the sharpness of the call center agent’s efforts. You may want to offer a quick and suitable solution to customers’ problem. So the two parameters to be kept in consideration are time and precision. Although, we are not going to cover all of the metrics but the basis of all the parameters. Let’s start:

1. Time to first response

Responsiveness is a pivotal metric used to check the performance of call center service providers. Offering prompt response to the customers gives a reliable image to your business.

Even if the customer service agent is not able to solve the customer’s complaint instantaneously, the swiftness with which the response is provided matters a lot. Time to first response is the time from the instant a customer request assistance to the moment a call center agent picks up the ticket and begins to address it.

A ‘pick up’ means that the customer service expert has opened the ticket and started reading the issue. At the time of pick up the status of “in progress” is put on the ticket. This means that the customer is being informed as soon as their ticket is ‘picked up’ by an agent.

This simple act of getting the customers informed about the progress is an important parameter to track the performance of call center agents. Less the response time is, more the customer satisfaction is achieved.

Recommended Article For You: 5 Tips to Bring More Customers Using Proactive Chat

2. Time to resolution

Attending the customer’s issue in the least possible time surely impresses your patrons, but the gist of a ticket generation is to provide the solution.

Even though customers love a swift response from their business, what they want really is to get a resolution to their issue or complaint. A high performing call center should be able to assess the time to resolution to identify the efficiency of their agents.

Time to resolution is the time spend on solving the customer’s issue. As easy as it sounds, time to resolution factors some     nuances to think of. Let’s say, there is a requirement for more information from customers’ end and you are waiting for the input. Will this time be included in the metric?   

This situation creates a sense of debate among the experts. Some business managers say that including the time taken in waiting for the customers is not justified. While other managers say that it does not matter. For them, if the ticket is opened, it means the issue is still in progress and the problem is not resolved.

So, call centers usually define the time to respond in close proximity to their cultural stand. It is important that BPO services providers should look for a tool, which is resilient enough to manage the definition & measuring factors of this metric.

3. Time waiting for support

The best way out from the controversy of whether to include the time spent on waiting for the response from the customers is to measure the time waiting for the support.

Actually, time waiting for support is the measure of time a ticket spends in the hands of a customer service agents.

This does not include the time taken to wait for the customers to respond. So, this metric directly reflects the efficiency of your call center agents. As the service managers in the call centers would be unable to control the time taken by the customers to respond, but, he/she can surely handle the time taken by an agent while the ticket is still open.

Recommended Article For You: Significance of Customer Service Outsourcing

These are the three most important metrics used by managers to assess their agent’s performance and maintain an improvised SLA (service level agreements).


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