A Different Look at Service Level Tiffany Milligan Director, - PowerPoint PPT Presentation

A Different Look at Service Level Tiffany Milligan Director, Product Management The information contained in this document is property of Talkdesk and can only be used by the intended recipients. The reproduction or communication of information in this document without Talkdesk approval is forbidden.

SERVICE LEVEL What Does Service Level Really Tell You? MOST USED, LEAST UNDERSTOOD Not just a number you have to keep in the green... ...it’s the fastest indicator you are losing money Poor customer experience - Over-staffed - potentially lost revenue Labor costs SWEET SPOT 0% 100% Talkdesk Proprietary & Confidential

WHY? Forecasting & Scheduling KPIs Forecasting and scheduling are based on KPI assumptions Abandon Rate Arrivals AHT Shrinkage % Occupancy % Variance in actuals impacts the Service Level % metric Talkdesk Proprietary & Confidential

WHAT’S THE REAL SERVICE LEVEL GOAL? The Goal: Keep the Service Level % in the optimal range and narrow the variance From this... ...to this Talkdesk Proprietary & Confidential

Quick Poll Talkdesk Proprietary & Confidential

RECOMMENDATIONS 1. Measure Your Service Level Correctly Answered within Wait Time Threshold Arrivals - Short Abandons Talkdesk Proprietary & Confidential

RECOMMENDATIONS 1. Measure Your Service Level Correctly Answered within Wait Time Threshold Arrivals - Short Abandons 2. Calibrate your Wait Time threshold Don’t just use Use your average Compare against 80/20 or 90/30 time to abandon CSAT and/or NPS Talkdesk Proprietary & Confidential

RECOMMENDATIONS 3. Decrease Your Demand: Arrivals Self-Service Call Deflection Manage Upstream Talkdesk Proprietary & Confidential

RECOMMENDATIONS 3. Decrease Your Demand: Arrivals Self-Service Call Deflection Manage Upstream 4. Increase Your Supply: Agent Hours Absenteeism Availability % Adherence % Avg. Talk Time ACW Talkdesk Proprietary & Confidential

Thank you. Talkdesk Proprietary & Confidential