|Question:We are in the midst of re-evaluating our service level targets for various business units across our organization – and I’m trying hard to dispel the myth around the 80/20 “industry standard” service level, which is what we operate under today. I’m wondering if you have any information you could share about how other call centers determine their service level goal. Any help you could provide would be greatly appreciated. Thank you!
Answer: We asked how an organization’s service level goal was determined in one of our quarterly SWPP surveys, and got some interesting information that should be helpful as you go through this process. Here are some of the responses:
By the way, we did ask what the service level goal was in each center, and learned that the most common goals are 80% in 20 seconds (11%), 30 second ASA (10%), 80% in 30 seconds (7%), and 20 second ASA (6%). Other goals range from 60% in 30 seconds to 95% in 60 seconds. No goal had an overwhelming majority.
Good luck as you re-evaluate your service level goal!
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Ask the Workforce Wizardsitemanager2013-02-13T18:36:53-04:00