Hi
I'm recently joined this forum and would be interested in your views. I work in a customer focused contact centre and currently work to service 85% of our calls within 30 seconds. We're looking to improve efficiencies without affecting our level of service. I'd be interested in hearing what other customer led contact centres have as their SLA?
James
Probably the first quest Giacomo76 , is your company inhoused or outsourced, if inhoused what would stakeholders feel if you went to ...say 35 seconds, does this decrease customer satisfaction ?
Outsourcing , you may want to review your contractual obligations as some contracts will have a built in improvment clause. If so you may have service credits you can offset in the implementation stage , over time your team members will work with these changes as a habit and therefore reduce your sla's again.
Hope this helps
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