Counting What Counts in Contact Centers - Service Level

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ContactCentreSmartDismantling Frustration. Engineering Happiness

Counting what counts in contact centres...

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Service Level

Managing metrics that enable betterperformance

https://neuronarrative.files.wordpress.com/201

much

In our

industry…

we’re

obsessedwith counting

https://neuronarrative.files.wordpress.com/2010/03/performance.jpg

We have

measures(and acronyms)

for just about

everythingthat…


moves in a contact

centre!


HOLD

SERVICE LEVEL%

FCR

AHT

Adherence

Shrinkage

% Abandoned

Occupancy

% Repeat Calls

SLASA

AHT

Cost per Call

Quality Monitoring

Staff Retention

NIA

7

Call Load

Forecast Accuracy

Staff Satisfaction

Coaching QualityHiring Quality

CultureCohesion™

LeaderMojo™

NPS

% Transferred

% Escalated

CSatFCR

% IVR Complete

CES

But, hang on a precious

second…

http://asacredexperience.com/wp-content/uploads/hourglass-1489683.jpg

Are we

countingwhat really

counts ?

http://thesalesblog.com/wp-content/uploads/2014/08/shutterstock_150042590.jpg

“Not everything that

can be counted countsand

not everything that counts can be counted.”

10

Albert Einstein

Today, we’re going to…

count what

really counts with

Service Level (SL)

We will learn to

de-fine

We will learn to

de-mystify

http://www.gizmodo.in/photo/19185456.cms

We will learn to

de-tangle

http://manvsdebt.com/wp-content/uploads/2009/08/TheWeb.jpg

metrics that

matterhttp://upload.wikimedia.org/wikipedia/commons/2/26/Sagrada_Fam%C3%ADlia._Interior_nau.jpg

Defining, demystifying and detangling…

Service Level

16www.ContactCentreSmart.comDismantling Frustration. Engineering Happiness

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Defining, demystifying and detangling…

Service Level (SL)

Whatcount

Whatcount

What exactly is SL?What exactly is SL?

Why count

Why count

When count

When count

Howcount

Howcount

Counting

cousinsCounting

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

benchmarkCounting

benchmark

Counting

calamityCounting

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

What exactly is

Service Level?

18

19

Service Level has a

specificexpression…

20

X percent of contacts answered within Y seconds E.g.

80 percent of calls answered within 20 seconds

21

SL ≠SLA

Why is

Service Level a

BIG Deal?22

23

SL answers customers’…

need for

speedhttp://beagreencommuter.com/wp-content/uploads/2014/06/speedometer-wide1.jpg

24

75%

Percentage of customers who believeit takes

too long to reach a live agent?

Source: Harris Interactive

25

SL shows that customers are

valued

26

SL is central to

call centre planning and staffing

27

SL is central to call centre planning and staffing

1 ChooseSL Target

2 CollectData

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

PlanningProcess

Start here…

When should we use

Service Level?

28

29

Use Service Level when…

Contacts have to be handled when they arrive

Use Response Time when…

Contacts don’t have to be handled

when they arrive

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

Response Timealso has a

specificexpression…

32

100% percent of contacts responded to within Y minutes/hours/days E.g.

100 percent of emails responded to within 24 hours

Why distinguishbetween

SL & RT?

33

So that we can staff correctly.

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

270 # of phone calls

x 200 AHT seconds___

54,000 seconds

÷ 1,800 seconds (in ½ hour)

30 Agents needed!

39


Inbound phone calls


Web chat

SMS

Email transactions

Faxes / Post-mail

Walk in customers

Web call me now

Web call me later

For these we For these we need to use

this…

Erlang C

Agner Krarup Erlang1878-1929 Why?

Randomcall arrival

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

What’s the impact of

5agents?

44

Service Service Level

Agents35

+/-Zero %

Agents Service Level

30

83%

45


Inbound 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…

270 # of emails

x 200 AHT seconds___

54,000 seconds

÷ 1,800 seconds (in ½ hour)

30 Agents needed!

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

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

60 Outbound Calls___

120 Response Time (in min)

÷ 4 AHT (in min)

2 Agents needed!

How do we

measure

SL?

50

What is SL in 20 sec’s?

Number of Calls (in ½ hour) 200

200Calls Offered

200Calls Offered

150Calls Answered

150Calls Answered

50Calls Abandoned

50Calls Abandoned

120Calls Answered in 20 seconds


30Calls

Answered after 20 seconds

30Calls


25Calls

Abandon within 20 seconds

25Calls


25Calls

Abandon after 20 seconds

25Calls


0


200Calls Offered

200Calls Offered

150Calls Answered

150Calls Answered

50Calls Abandoned

50Calls Abandoned



30Calls


30Calls


25Calls


25Calls


25Calls


25Calls


0

Option 1:

120 calls handled within 20 seconds /

150 calls answered = 80% in 20 sec’s


200Calls Offered

200Calls Offered

150Calls Answered

150Calls Answered

50Calls Abandoned

50Calls Abandoned



30Calls


30Calls


25Calls


25Calls


25Calls


25Calls


0

Option 2:


200 calls offered = 60% in 20 sec’s


200Calls Offered

200Calls Offered

150Calls Answered

150Calls Answered

50Calls Abandoned

50Calls Abandoned



30Calls


30Calls


25Calls


25Calls


25Calls


25Calls


0

Option 3:


(200 calls offered – 25 calls abandoned within 20 seconds ) =

69% in 20 sec’s

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

How does

SLrelate to other metrics?

56

% Abandon

If

0%

100%

Then +

-

SL &

% AbandonSL

100%

% Abandon

If

0%

100%

Then +

-

SL &

% AbandonSL

100%

?

Lowcaller tolerance

% Abandon

If

0%

100%

Then +

-

SL &

% AbandonSL

100%

?

Highcaller tolerance

60

What drives caller tolerance?

61


If…

Hightolerance

Low tolerance

Caller’sExpectations

is… then…

High

Low

62


If…

Hightolerance

Low tolerance

Caller’sTime Available

is… then…

High

Low

63


If…

Hightolerance

Low tolerance

Caller’sChannel Substitutese.g. web, email, chat

is… then…

High

Low

64


If…

Hightolerance

Low tolerance

Caller’sUrgency to Resolve

is… then…

High

Low

65


If…

Hightolerance

Low tolerance

Competitor’sService Level

is… then…

High

Low

66


If…

Hightolerance

Low tolerance

Call

is… then…

Free

Paid

ASA (in sec’s)

If

0

100%

Then +

-

SL &

ASA (Average Speed of Answer)

SL

% Occ

If

0%

100%

Then +

-

SL &

% OccupancySL

100%

AHT (in sec’s)

If0

100%

Then

+

-

SL &

AHT (Average Handle Time)

SL

Call Quality

If0

100%

Then

-

+

SL &

Call Quality (in the short term)

SL

Call Quality

If0

100%

Then

+

+

SL &

Call Quality (in the long term)

SL

NPS/CSI

If

0%

100%

Then +

+

SL &

NPS/CSISL

100%


SL

Abandon

Let’s summarise…

ASA Occupancy AHT CQ/NPS/CSI

If

0%

100%

Then +

-

If

-

Then

If

-

+ +Then

Then Then

If If- +

++

74

Counting

cousinsCounting

cousinsWhat other metrics are closely related to SL?What other metrics are closely related to SL?

What is the benchmark for

SL ?75

76

There is generally

no "industry standard"

SL

77

’80% in 20 seconds’ was once

published in ACD manuals as an industry

standard. It’s been widely adopted ever since!

78

What is the correct

SLfor your organisation?

SL Suitability Test

Q1: Meet customers' needs and expectations

Q2: Keep abandonment at acceptable levels.

Disagree Neutral Agree


Does your SL…

Q3: Minimise expenses AND maximise revenue

Q4: Minimise agent burnout and errors.

Q5: Support the organisation's mission and brand


So…how suitable is your SL?

80

What can go wrong with

SL ?81

82


So…what can

possibly go wrong with

SL?83

84Time of Day

AMAM NoonNoon PMPM

1st Under-estimate demand

Call Load

Forecast

Actual

85

SL

Time of Day

AMAM NoonNoon PMPM

100%

80%

0%

Result:Actual SL is much less than target SL

Actual

86Time of Day

AMAM NoonNoon PMPM

Call Load

Forecast

Actual

2nd Over-estimate demand

87

SL

Time of Day

AMAM NoonNoon PMPM

100%

80%

0%

Actual

Result:Actual SL is much more than target SL

88Time of Day

AMAM NoonNoon PMPM

# of Staff

Forecast

Actual

3rd Under-estimate supply

89

SL

Time of Day

AMAM NoonNoon PMPM

100%

80%

0%

Result:Actual SL is much less than target SL

Actual

90Time of Day

AMAM NoonNoon PMPM

# of Staff

Actual

Forecast

4th Over-estimate supply

91

SL

Time of Day

AMAM NoonNoon PMPM

100%

80%

0%

Actual

Result:Actual SL is much more than target SL

www.ContactCentreSmart.comDismantling Frustration. Engineering Happiness

SL too…Low

Over-estimate Demand

Under-estimate Demand

Let’s summarise…

SL too…High

Over-estimate Supply

Under-estimate Supply


www.ContactCentreSmart.comDismantling Frustration. Engineering Happiness

Finally, two VIP’s(very important points)

on

SL...


94

Firstly, with SL what

really counts

is…

95

the number of intervals where SL is within…

96

What

doesn’tcount so much is…

the averageSL in a day, week or month!


Most average

contact centres

measure SL like

this...


99

SL

Time of Day/Week/Month

BeginBegin EndEnd

100%

80%

0%

Score:

Average SL >80%Verdict:

Great job!

Target

Actual

100

But your contact centre

wants to be…


So…

We suggest

you measure

SL like this...


102

SL

100%

80%

0%

Score:

Number of intervals within SL

range? <10%

Verdict:

Terrible job!

90%

70%


BeginBegin EndEnd

Target

Actual

Upper

Lower


Make this the

ultimate SLchallenge...


104

SL

100%

80%

0%

Score:

Number of intervals within SL

range? 100%

90%

70%

Verdict:

Magic job!

In the ZONE !


BeginBegin EndEnd


Want to know what’s your SLscore? Click here…


106

Secondly, with SL what

really counts

is to…

107

Start by choosing a SL that fits your customers’ needs…

108

Most average

contact centres

plan like this...

109

1 BudgetAllocated


3 Calculate Staff Required


5 Determine SL Achievable Planning

Process

Start here…Start here…

End here!End

here!

110

But your contact centre

wants to be…


So…

We suggest

you plan like

this...


112

1 ChooseSL Target


3 Calculate Staff Required


5 Determine Budget Required

PlanningProcess

Start here…Start here…

End here!End

here!

113

Hopefully we’ve created better…

Awarenesswhich will lead to better…

Choiceswhich will lead to better…

Results

[email protected]

www.ContactCentreSmart.com

Need help with a specific question

relating to SL?

Ask here…Ask

mailto:[email protected]


mailto:[email protected]?subject=I've%20got%20a%20question%20relating%20to%20SL...&Body=Hi%20Hilario,%20I%20was%20wondering%20if%20you%20could%20help%20me%20with%20the%20following%20question:%20

[email protected]


Need me to deliver a customised SLworkshop? Enquire here…

Enquire



mailto:[email protected]?subject=I'd%20like%20to%20get%20more%20information%20on%20the%20'SL'%20workshop...&Body=Hi%20Hilario,%20please%20can%20you%20send%20me%20more%20information%20regarding%20this%20workshop.%20Thanks.

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Need the full

Find out more…

Need the full ‘Count what Countsin Contact Centres’ workshop? Find out more…

Find Out



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‘What's Wrong

Read it…

‘What's WrongWith How We're Counting 'SL' & How To Fix It!’ Read it…

Read




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of stuff…

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ConnectFind 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






mailto:[email protected]?subject=I'd%20like%20to%20get%20more%20information%20on%20the%20'SL'%20workshop...&Body=Hi%20Hilario,%20please%20can%20you%20send%20me%20more%20information%20regarding%20this%20workshop.%20Thanks.

mailto:[email protected]?subject=I've%20got%20a%20question%20relating%20to%20SL...&Body=Hi%20Hilario,%20I%20was%20wondering%20if%20you%20could%20help%20me%20with%20the%20following%20question:%20

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:

[email protected]





Data & Analytics

Counting What Counts in Contact Centers - Service Level