Elements and Performance Criteria
- Analyse historical data
- Distinguish between contact-wait characteristics and service level data
- Collect relevant and accurate service level data
- Determine historical service levels for service level periods
- Collect relevant and accurate contact-wait time, abandonment rate and customer survey data
- Determine historical contact-wait and abandon-time characteristics
- Formulate a service level policy
- Describe the difference and impacts of providing the required service level against the industry standard
- Consult with relevant stakeholders on contact-wait characteristics and service levels
- Identify business needs related to service levels
- Review organisation’s contact-wait characteristics in relation to the industry, the market and competition
- Formulate a comprehensive set of appropriate contact-wait characteristics
- Define and document an appropriate service level policy or target
- Develop comprehensive contingency plans for loss of facilities or technology
- Identify and document corresponding resource requirements
- Communicate and justify service level policy to senior management and stakeholders
- Monitor and maintain service levels
- Identify measurement capabilities of existing technology
- Select diagnostic measures to monitor service levels
- Collect and analyse service level data
- Identify underperforming service level periods
- Analyse service level inputs and recommend corrections to maintain service levels
- Conduct benchmarking to compare performance to competitors and industry best practice