Contact Center Pipeline August 2022 August 2022 - Page 12

-CONFUCIUS

IDIOM INSIGHTS

ILLUSTRATION PROVIDED BY VISUAL GENERATION ADOBE STOCK

BACK TO SCHOOL … TIME TO REVIEW THE ROLE OF SERVICE LEVEL .

BY KATHLEEN M . PETERSON , POWERHOUSE CONSULTING , INC

“ TO KNOW WHAT YOU KNOW AND

WHAT YOU DO

NOT KNOW , THAT IS TRUE KNOWLEDGE .”

-CONFUCIUS

Time flies ! Here we are at Back to School time … prepping back packs , planning schedules , assigning duties , and gathering tools needed for success . Back to School is a good time to reflect on your own knowledge of Contact Center management . Are there things you need to know , know better , or revisit ? Knowledge is a living organism of sorts . It needs to be nourished and cared for to remain healthy , fresh , and abundant . This is as true for school students as it is for business leaders at every level . If memory serves me , a school year typically begins with a review of what was previously covered . So , I ’ d like to offer a review of Service Level ( SL ), including what it is and how it is best used .

OVERVIEW
I became inspired to write about Service Level when I downloaded a report from a major award-winning Contact Center technology vendor . The report described Service Level as a KPI , a “ percentage measurement of how well standards are met .” This meaning was not horrible until the report went on to use this example : “ Ninety percent of calls answered in four rings .” Yikes ! Phones stopped ringing in Contact Centers decades ago !
I have to say that I beg to differ with this vendor ’ s definition . I have been in this space since the 1980 ’ s and to the best of my recollection no one operating a 21st century Contact Center quotes a Service Level objective in number of rings . I was surprised that a major player in the market offered this definition . Conversely , another vendor that is a relative newcomer to the U . S . market defines Service Level more appropriately “ as the percentage of calls answered and missed within a predefined threshold , e . g ., 20 seconds .”
12 CONTACT CENTER PIPELINE