Counting What Counts in Contact Centers - Service Level
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What's Wrong With How We're Counting 'Service Level' in Our Call Centres and How To Fix It! This slidedeck will de-fine, de-mystify and de-tangle call centre Service Level.
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Counting What Counts in Contact Centers - Service Level
- 1. Brought to you by… ContactCentreSmart Dismantling Frustration. Engineering Happiness Counting what counts in contact centres... Image credit: sxc.hu/profile/onetwo Service Level
- 2. Managing metrics that enable better performance https://neuronarrative.files.wordpress.com/201 much
- 5. We have measures (and acronyms) for just about everything that…https://neuronarrative.files.wordpress.com/201
- 7. HOLD SERVICE LEVEL% FCR AHT Adherence Shrinkage % Abandoned Occupancy % Repeat Calls SL ASA AHT Cost per Call Quality Monitoring Staff Retention NIA 7 Call Load Forecast Accuracy Staff Satisfaction Coaching Quality Hiring Quality CultureCohesion™ LeaderMojo™ NPS % Transferred % Escalated CSat FCR % IVR Complete CES
- 9. Are we counting what really counts ? http://thesalesblog.com/wp- content/uploads/2014/08/shutterstock_150042590.jpg
- 10. “Not everything that can be counted counts and not everything that counts can be counted.” 10 Albert Einstein
- 11. Today, we’re going to… count what really counts with Service Level (SL)
- 12. We will learn to de-fine
- 13. We will learn to de-mystify http://www.gizmodo.in/photo/19185 456.cms
- 14. We will learn to de-tangle http://manvsdebt.com/wp- content/uploads/2009/08/TheWeb.jpg
- 16. Defining, demystifying and detangling… Service Level 16 www.ContactCentreSmart.com Dismantling Frustration. Engineering Happiness
- 17. Defining, demystifying and detangling… Service Level (SL) What count What count What exactly is SL?What exactly is SL? Why count Why count When count When count How count How count Counting cousins Counting cousins Why is SL a BIG deal?Why is SL a BIG deal? When should we use SL?When should we use SL? How do we measure SL?How do we measure SL? How does SL relate or impact other metrics?How does SL relate or impact other metrics? Counting benchmark Counting benchmark Counting calamity Counting calamity What are the benchmarks for SL?What are the benchmarks for SL? What can go wrong with SL?What can go wrong with SL? 17
- 20. 20 X percent of contacts answered within Y seconds E.g. 80 percent of calls answered within 20 seconds
- 21. 21 SL ≠ SLA
- 22. Why is Service Level a BIG Deal? 22
- 24. 24 75% Percentage of customers who believe it takes too long to reach a live agent? Source: Harris Interactive
- 25. 25 SL shows that customers are valued
- 26. 26 SL is centralto call centre planning and staffing
- 27. 27 SL is central to call centre planning and staffing 1 Choose SL Target 2 Collect Data 3 Forecast Call Load 4 Calculate Base Staff 5 Calculate Shrinkage6 Calculate Actual Staff 7 Organise Schedules 8 Determine Budget required 9 Optimise to get best SL- Budget Fit Planning Process Start here…
- 29. 29 Use Service Level when… Contacts have to be handled when they arrive Use Response Time when… Contacts don’thave to be handled when they arrive
- 30. 30 Contact Type Service Level Response Time Inbound phone calls Outbound phone calls Web chat SMS Email transactions Faxes / Post-mail Walk in customers Web call me now Web call me later
- 31. 31 Response Time also has a specific expression …
- 32. 32 100% percent of contacts responded to within Y minutes/hours/days E.g. 100 percent of emails responded to within 24 hours
- 34. So that we can staff correctly.
- 35. 35 270 Here’s an Example How many staff is required to achieve SL? Number of Phone Calls in an Half-hour Average Handling Time (in seconds) 200 Required Service Level (x % in y sec’s) 80/20
- 37. 270 # of phone calls x 200 AHT seconds___ 54,000 seconds ÷ 1,800 seconds (in ½ hour) 30 Agents needed!
- 39. 39 Contact Type Service Level Response Time Inbound phone calls Outbound phone calls Web chat SMS Email transactions Faxes / Post-mail Walk in customers Web call me now Web call me later For these weFor these we need to use this…
- 40. Erlang C Agner Krarup Erlang 1878-1929 Why?
- 42. 42 270 # of calls x 200 AHT seconds 54,000 seconds ÷1,800 seconds 30 agents 270 # of calls x 200 AHT seconds 54,000 seconds Service Level : 80% in 20 sec’s 35 agents X
- 44. 44 ServiceService Level Agents 35 +/- Zero % Agents Service Level 30 83%
- 45. 45 Contact Type Service Level Response Time Inbound phone calls Outbound phone calls Web chat SMS Email transactions Faxes / Post-mail Walk in customers Web call me now Web call me later For these use this… For these it’s OK to use this…
- 46. 270 # of emails x 200 AHT seconds___ 54,000 seconds ÷ 1,800 seconds (in ½ hour) 30 Agents needed!
- 47. Basic Response Time Formula… Agents = Volume (RT ÷ AHT) Volume = Number of contacts to be handled RT = Response time (in min) AHT = Average Handle Time (in min)
- 48. 48 60 Here’s an Example How many staff is required to achieve RT? Number of outbound calls to be made Average Handling Time (in min’s) 4 Required Response Time (in min’s) 120
- 49. 60 Outbound Calls___ 120 Response Time (in min) ÷ 4 AHT (in min) 2 Agents needed!
- 51. What is SL in 20 sec’s? Number of Calls (in ½ hour) 200 200 Calls Offered 200 Calls Offered 150 Calls Answered 150 Calls Answered 50 Calls Abandoned 50 Calls Abandoned 120 Calls Answered in 20 seconds 120 Calls Answered in 20 seconds 30 Calls Answered after 20 seconds 30 Calls Answered after 20 seconds 25 Calls Abandon within 20 seconds 25 Calls Abandon within 20 seconds 25 Calls Abandon after 20 seconds 25 Calls Abandon after 20 seconds 0
- 52. Number of Calls (in ½ hour) 200 200 Calls Offered 200 Calls Offered 150 Calls Answered 150 Calls Answered 50 Calls Abandoned 50 Calls Abandoned 120 Calls Answered in 20 seconds 120 Calls Answered in 20 seconds 30 Calls Answered after 20 seconds 30 Calls Answered after 20 seconds 25 Calls Abandon within 20 seconds 25 Calls Abandon within 20 seconds 25 Calls Abandon after 20 seconds 25 Calls Abandon after 20 seconds 0 Option 1: 120 calls handled within 20 seconds / 150 calls answered = 80% in 20 sec’s
- 53. Number of Calls (in ½ hour) 200 200 Calls Offered 200 Calls Offered 150 Calls Answered 150 Calls Answered 50 Calls Abandoned 50 Calls Abandoned 120 Calls Answered in 20 seconds 120 Calls Answered in 20 seconds 30 Calls Answered after 20 seconds 30 Calls Answered after 20 seconds 25 Calls Abandon within 20 seconds 25 Calls Abandon within 20 seconds 25 Calls Abandon after 20 seconds 25 Calls Abandon after 20 seconds 0 Option 2: 120 calls handled within 20 seconds / 200 calls offered = 60% in 20 sec’s
- 54. Number of Calls (in ½ hour) 200 200 Calls Offered 200 Calls Offered 150 Calls Answered 150 Calls Answered 50 Calls Abandoned 50 Calls Abandoned 120 Calls Answered in 20 seconds 120 Calls Answered in 20 seconds 30 Calls Answered after 20 seconds 30 Calls Answered after 20 seconds 25 Calls Abandon within 20 seconds 25 Calls Abandon within 20 seconds 25 Calls Abandon after 20 seconds 25 Calls Abandon after 20 seconds 0 Option 3: 120 calls handled within 20 seconds / (200 calls offered – 25 calls abandoned within 20 seconds ) = 69% in 20 sec’s
- 55. 55 60% Option 2: Simplest SL calculation X 60 80Service Level (% in 20 seconds) 69% Option 3: Fairest (? debatable) SL calculation 80% Option 1: Does not consider calls abandoned
- 56. How does SL relate to other metrics? 56
- 57. % Abandon If 0% 100% Then + - SL & % AbandonSL 100%
- 58. % Abandon If 0% 100% Then + - SL & % AbandonSL 100% ? Low caller tolerance
- 59. % Abandon If 0% 100% Then + - SL & % AbandonSL 100% ? High caller tolerance
- 60. 60 What drives caller tolerance?
- 61. 61 What drives caller tolerance? If… High tolerance Low tolerance Caller’s Expectations is… then… High Low
- 62. 62 What drives caller tolerance? If… High tolerance Low tolerance Caller’s Time Available is… then… High Low
- 63. 63 What drives caller tolerance? If… High tolerance Low tolerance Caller’s Channel Substitutes e.g. web, email, chat is… then… High Low
- 64. 64 What drives caller tolerance? If… High tolerance Low tolerance Caller’s Urgency to Resolve is… then… High Low
- 65. 65 What drives caller tolerance? If… High tolerance Low tolerance Competitor’s Service Level is… then… High Low
- 66. 66 What drives caller tolerance? If… High tolerance Low tolerance Call is… then… Free Paid
- 67. ASA (in sec’s) If 0 100% Then + - SL & ASA (Average Speed of Answer) SL
- 68. % Occ If 0% 100% Then + - SL & % OccupancySL 100%
- 69. AHT (in sec’s) If 0 100% Then + - SL & AHT (Average Handle Time) SL
- 70. Call Quality If 0 100% Then - + SL & Call Quality (in the short term) SL
- 71. Call Quality If 0 100% Then + + SL & Call Quality (in the long term) SL
- 73. ContactCentreSmart Dismantling Frustration. Engineering Happiness SL Abandon Let’s summarise… ASA Occupancy AHT CQ/NPS/CSI If 0% 100% Then + - If - Then If - + +Then Then Then If If- + ++
- 74. 74 Counting cousins Counting cousins What other metrics are closely related to SL? What other metrics are closely related to SL?
- 75. What is the benchmark for SL ? 75
- 76. 76 There is generally no "industry standard" SL
- 77. 77 ’80% in 20 seconds’ was once published in ACD manuals as an industry standard. It’s been widely adopted ever since!
- 78. 78 What is the correct SL for your organisation?
- 79. SL Suitability Test Q1: Meet customers' needs and expectations Q2: Keep abandonment at acceptable levels . Disagree Neutral Agree ContactCentreSmart Dismantling Frustration. Engineering Happiness Does your SL… Q3: Minimise expenses AND maximise revenue Q4: Minimise agent burnout and errors . Q5: Support the organisation's mission and brand
- 80. ContactCentreSmart Dismantling Frustration. Engineering Happiness So…how suitable is your SL? 80
- 81. What can go wrong with SL ? 81
- 82. 82
- 83. ContactCentreSmart Dismantling Frustration. Engineering Happiness So…what can possibly go wrong with SL? 83
- 84. 84 Time of Day AMAM NoonNoon PMPM 1st Under-estimate demand Call Load Forecast Actual
- 85. 85 SL Time of Day AMAM NoonNoon PMPM 100% 80% 0% Result: Actual SL is much lessthan target SL Actual
- 86. 86 Time of Day AMAM NoonNoon PMPM Call Load Forecast Actual 2nd Over-estimate demand
- 87. 87 SL Time of Day AMAM NoonNoon PMPM 100% 80% 0% Actual Result: Actual SL is much morethan target SL
- 88. 88 Time of Day AMAM NoonNoon PMPM # of Staff Forecast Actual 3rd Under-estimate supply
- 89. 89 SL Time of Day AMAM NoonNoon PMPM 100% 80% 0% Result: Actual SL is much lessthan target SL Actual
- 90. 90 Time of Day AMAM NoonNoon PMPM # of Staff Actual Forecast 4th Over-estimate supply
- 91. 91 SL Time of Day AMAM NoonNoon PMPM 100% 80% 0% Actual Result: Actual SL is much morethan target SL
- 92. www.ContactCentreSmart.com Dismantling Frustration. Engineering Happiness SL too…Low Over- estimate Demand Under- estimate Demand Let’s summarise… SL too…High Over- estimate Supply Under- estimate Supply
- 93. www.ContactCentreSmart.com Dismantling Frustration. Engineering Happiness Finally, two VIP’s (very important points) on SL...
- 94. 94 Firstly, with SL what really counts is…
- 95. 95 the number of intervals where SL is within…
- 97. the average SL in a day, week or month!
- 98. 98 www.ContactCentreSmart.com Dismantling Frustration. Engineering Happiness Most average contact centres measure SL like this...
- 99. 99 SL Time of Day/Week/Month BeginBegin EndEnd 100% 80% 0% Score: Average SL >80% Verdict: Great job! Target Actual
- 100. 100 But your contact centre wants to be…
- 101. 101 www.ContactCentreSmart.com Dismantling Frustration. Engineering Happiness So… We suggest you measure SL like this...
- 102. 102 SL 100% 80% 0% Score: Number of intervals within SL range? <10% Verdict: Terrible job! 90% 70% Time of Day/Week/Month BeginBegin EndEnd Target Actual Upper Lower
- 103. 103 www.ContactCentreSmart.com Dismantling Frustration. Engineering Happiness Make this the ultimate SL challenge...
- 104. 104 SL 100% 80% 0% Score: Number of intervals within SL range? 100% 90% 70% Verdict: Magic job! In the ZONE ! Time of Day/Week/Month BeginBegin EndEnd
- 105. 105 www.ContactCentreSmart.com Dismantling Frustration. Engineering Happiness Want to know what’s your SL score? Click here…
- 106. 106 Secondly, with SL what really counts is to…
- 107. 107 Start by choosing a SL that fits your customers’ needs…
- 108. 108 Most average contact centres plan like this...
- 109. 109 1 Budget Allocated 2 Forecast Call Load 3 Calculate Staff Required 4 Organise Schedules 5 Determine SL Achievable Planning Process Start here… Start here… End here! End here!
- 110. 110 But your contact centre wants to be…
- 111. 111 www.ContactCentreSmart.com Dismantling Frustration. Engineering Happiness So… We suggest you plan like this...
- 112. 112 1 Choose SL Target 2 Forecast Call Load 3 Calculate Staff Required 4 Organise Schedules 5 Determine Budget Required Planning Process Start here… Start here… End here! End here!
- 113. 113 Hopefully we’ve created better… Awareness which will lead to better… Choices which will lead to better… Results
- 114. hilario@ContactCentreSmart.com www.ContactCentreSmart.com Need help with a specific question relating to SL? Ask here… Ask
- 115. hilario@ContactCentreSmart.com www.ContactCentreSmart.com Need me to deliver a customised SL workshop? Enquire here… Enquire
- 116. hilario@ContactCentreSmart.com www.ContactCentreSmart.com Need the full Find out more… Need the full ‘Count what Counts in Contact Centres’ workshop? Find out more… Find Out
- 117. hilario@ContactCentreSmart.com www.ContactCentreSmart.com ‘What's Wrong Read it… ‘What's Wrong With How We're Counting 'SL' & How To Fix It!’ Read it… Read
- 118. hilario@ContactCentreSmart.com www.ContactCentreSmart.com Find this useful? of stuff… Find this useful? Follow me on LinkedIn to get more of this type of stuff… Connect
- 119. hilario@ContactCentreSmart.com www.ContactCentreSmart.com Connect Find this useful? Follow me on LinkedIn to get more of this type of stuff… ‘What's Wrong With How We're Counting 'SL' & How To Fix It!’ Read it… Read Need the full ‘Count what Counts in Contact Centres’ workshop? Find out… Find Out Need me to deliver a customised a SL workshop? Enquire here… Enquire Need help with a question relating to SL? Ask here… Ask
- 120. About the author...Hilario Fiandeiro Hi! I’m Hilario is the owner of ContactCentreSmart, an independent consulting practice, specialising in ‘dismantling frustration and engineering happiness™’ in customer-facing environments. I have more than fifteen years experience, as an operations manager, facilitator and management consultant, across various industries, in the customer experience and contact centre space. As a professional consultant operating from Johannesburg, South Africa, I focus exclusively on making customer-serving professionals more successful and customer interaction experiences more rewarding. For more information… Contact me on: hilario@ContactCentreSmart.com www.ContactCentreSmart.com