Do most contact centres now measure back office or correspondence service levels to the minute or the day? And is either the right or wrong way?! Thanks
11 Jul 2017 23:43:28
Call Centre Helper
Mainly to the day
Most contact centres are not great on their back office processes, and typically do not have great tracking software. I tend to see a lot of spreadsheets and tracking seems to be done mainly by the day. A service level of 80% of postal correspondence handled in 2 or 4 days is not uncommon.
If it can be tracked to the minute (as is the case now with email correspondence) this is more powerful.