Service level is a crucial part of any call center. You can improve service levels in a call center by setting a target service level and satisfying your customers.
Call centers are the front line of communication that provides customer service along with telemarketing services. They connect businesses with their customers, and their performance impacts a company’s reputation.
To make your call center stand out in the competitive market, you need to measure the effectiveness of your call center. Service level plays a key role in measuring effectiveness.
But what exactly is service level, and how to improve service level in a call center?
Let’s learn about it.
What is the Service Level In A Call Center?
Service level in a call center is a key performance indicator (KPI) that measures the percentage of calls answered within a specified number of seconds. It reflects a call center’s ability to meet customer expectations for quick and efficient service.
A high service level indicates that the call center effectively manages its resources and processes to address customer inquiries promptly.
Moreover, the service level serves as a benchmark for call centers. It allows them to measure their performance against industry standards or their past performance. With service level, call centers can identify areas for improvement and implement changes to improve service delivery.
How To Calculate Your Service Level In A Call Center?
To measure how your call center is performing or your call center’s overall performance, you can calculate your service level for a certain period.
You can calculate service level easily by finding out the number of calls answered within a certain time frame after the phone begins to ring. Then, divide that number by the total number of calls your call center dealt and multiply the result by 100.
Service level calculation can help you to understand the effectiveness of your call center strategy. It will also help you to measure the quality of customer service callers receive.
Suppose your call center aims to answer calls within 25 seconds. You can set the call answering time anywhere from 10 seconds to 60 seconds. On a particular day, your call center received 1000 calls, of which 830 calls were answered within 25 seconds.
So, service level = 830 calls answered within 25 seconds / total 1000 incoming calls = 0.83 X 100 = 83%
For that day, your call center’s service level was 83%. That means 83% of calls were answered within your chosen time frame.
You can also calculate the service level of a call center using the 80/20 rule. Let’s know more about it.
The 80/20 Rule in Service Level In A Call Center
The 80/20 rule, also known as the Pareto principle, is the ideal service level benchmark for call centers. It means 80% of calls a call center receives get answered within 20 seconds. The 80/20 rule provides a good benchmark to meet or exceed your customers’ expectations.
A satisfied customer is crucial for call center services. Customers may find it unsatisfactory to wait more than 20 seconds. So, aiming to answer 80% of calls within this timeframe is a good standard for maintaining customer satisfaction.
The 80/20 service level rule helps find the right balance between efficiency and customer satisfaction. Applying this rule at the service level ensures that an agent within the 20-second timeframe attends to most customers. It reduces the customer wait time and improves your call center’s overall performance.
10 Methods How To Improve Service Level In A Call Center
You can improve a certain service level in a call center by ensuring enough agents are available to handle incoming calls within the desired time frame.
Several ways exist to maintain or improve service levels in a call center. Let’s look at ten methods of improving the service level of your call center.
Keep Your Customer Satisfied
Customer satisfaction is the base of any successful call center. You can achieve satisfied customers by understanding their needs, addressing their concerns promptly, and providing solutions that exceed their expectations. Regular customer feedback can also help identify areas for improvement.
Utilize The Resources Properly
Efficient resource utilization is crucial in cold calling services. It includes optimizing workforce management, using technology effectively, and ensuring the call center infrastructure is solid and reliable. It also involves making sure that the most suitable agent handles every call.
Set A Target Service Level
Setting a target service level provides a clear goal for your team. It should be realistic, achievable, and aligned with your business objectives. Regular monitoring and reporting ensure that the target service level is being met.
Efficient Call Center Operations
Efficiency is key in call center operations. It involves streamlining processes, reducing idle time, and ensuring that calls are handled promptly and effectively. It also means ensuring agents have the tools and information to resolve customer queries efficiently.
Predicting Call Volumes
Predicting call volumes allows you to plan your resources effectively. Use historical data and analytics to forecast call volumes and adjust your staffing levels accordingly. It can help prevent understaffing or overstaffing, which can impact service levels.
Planning Agent Recruiting
Recruiting the right agents is important to improve call center agent performance. Look for individuals with excellent communication skills, empathy, and the ability to handle pressure. Provide comprehensive training to equip them with the necessary skills and knowledge.
A satisfied agent is more likely to provide excellent customer service. Ensure your agents are motivated and engaged and have a conducive working environment. Regular feedback and recognition can also help boost agent satisfaction.
Facing The Attrition Problem
Attrition is a common challenge in call centers. Address attrition by providing career growth opportunities, competitive compensation, and a positive work culture. Regular engagement activities can also help improve agent retention.
Implement Quality Assurance And Coaching
Regular quality assurance checks and coaching sessions help to maintain high service standards. Provide constructive feedback and recognize your agents’ efforts to motivate them. Regular training can also help agents improve their skills and performance.
Revaluate Your Strategies
Finally, regularly re-evaluate your strategies. What worked yesterday may not work today. Stay adaptable and be open to change. Regular reviews and audits can help identify areas for improvement and ensure that your strategies are aligned with your business objectives.
Improving service levels in a call center is an important and continuous process. It requires a commitment to excellence, a focus on customer satisfaction, and the flexibility to adapt to changing circumstances.
With the right strategies, you can boost your service level and ensure your call center is a positive customer touchpoint. Every call is an opportunity to strengthen your customer relationships and enhance your brand reputation.
So, apply the methods we’ve provided to improve service levels in a call center to achieve satisfied customers and business success.