I am looking to review our KPI's (service level and average response time,( I not quite sure where to start!!!)
Our current service level is 85% of calls answered within 20 sec. However with the current staff level, this has not been attained for the last 3 years.
What to do lower the service level put a business case for more staff!!
Currently looking at what is an attainable service level also factoring in training, sickenss and annual leave entitlement .Where do I start!!!!! HELP
Hi there,
I suggest you look at doing some work around setting average handling time before you can agree KPIs and SLA. If you are looking to build a business case around resource, you should look at call volumes against resource analysis and factor in impact analysis. Consider breaks, training, annual leave plus unplanned absence (usual around a benchmark of 5%)and build in a 10% personal allowance.
I believe you can balance your targets and resoruce effectively whilst maintaining your agreed standards of service.
Let me know if you need anything else as I can pop you over more information if required.
Thanks for that Northern lady. That is a helpful start. If you could send through some more information that would be very helpful.
The average handling will alter as we are moving toward increasing call handling as we move toward FCR.My challenge is to measure something that doesn't currently exist?
I could send you a draft of the points I have put together so far?
Thanks for your support much appreciated
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