Back Office or Correspondence Service Levels

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Back Office Service levels
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


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.

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