A Different Look at Service Level Tiffany Milligan Director, - - PowerPoint PPT Presentation
A Different Look at Service Level Tiffany Milligan Director, Product Management The information contained in this document is property of Talkdesk and can only be used by the intended recipients. The reproduction or communication of information
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Tiffany Milligan Director, Product Management
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Not just a number you have to keep in the green...
...it’s the fastest indicator you are losing money
SWEET SPOT
Over-staffed - Labor costs
0% 100%
What Does Service Level Really Tell You?
Poor customer experience - potentially lost revenue
MOST USED, LEAST UNDERSTOOD
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Forecasting and scheduling are based on KPI assumptions
Arrivals Abandon Rate AHT Shrinkage % Occupancy %
Variance in actuals impacts the Service Level % metric
Forecasting & Scheduling KPIs
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The Goal: Keep the Service Level % in the optimal range and narrow the variance From this... ...to this
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Answered within Wait Time Threshold Arrivals - Short Abandons
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Answered within Wait Time Threshold Arrivals - Short Abandons
Don’t just use 80/20 or 90/30 Use your average time to abandon Compare against CSAT and/or NPS
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Self-Service Call Deflection Manage Upstream
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Self-Service Call Deflection Manage Upstream
Absenteeism Availability % Adherence %
ACW
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