Service Level Agreement Kundenservice

A service agreement (SLA) refers to the service agreed between the client and the service provider, for example when processing customer requests to customer service. This involves, for example, agreeing on reaction time, speed and kindness of treatment, courtesy of staff or customer satisfaction. Compliance with the SSA with the provider can be verified, for example, by quality management measures, such as voice recording or customer satisfaction analysis. To meet an agreed level of service, human resources planning is particularly important – because, ideally, staff should always be available as needed. If there are too many employees in the call center, there are unnecessary costs. In the event of a lack of staff on site, for example in the event of unexpected calls peaks, waiting times are longer and accessibility deteriorates. Accessibility is an important principle in customer service and therefore in any SLA. One of your customer`s main concerns is how easy it is for them to get in touch with your support. In the contact area of your site, you only refer to your opening hours. In an SLA for larger customers, you`re likely to make user-defined concessions. 80/20 has been widely considered an industry standard since a 30-year study by AT&T. AT&T found that many callers hung up after 20 seconds. But does this also apply to your company? And do all your customers expect the same? For good customer service, Formula 80/20 applies.

This means that 80% of customers are connected in 20 seconds to a customer service center employee. If you don`t offer 24/7 customer service, you need to set SLAs that take into account your call center`s service times. If you set your SLAs to business hours instead of calendar times, the clock only turns on times when your customer service is active. During a request on Friday afternoon, a customer immediately learns that they cannot expect a response until Monday. A level customer service agreement exists between the provider and an external customer. An internal SLA exists between the vendor and its internal customer, which could be an organization, department, or other site. Finally, there is a vendor SLA between the vendor and the vendor. There are technical solutions that make the waiting time more bearable for your customers. If, at the beginning of the call, you tell customers how long they will likely have to wait, give them control.

They feel less at the mercy. It is also possible to offer a call-back service. So they can do something else until the conversation – without the stiff neck of the phone handset….

This entry was posted in Uncategorized by admin. Bookmark the permalink.

Warning: count(): Parameter must be an array or an object that implements Countable in /homepages/7/d328811302/htdocs/teamalter/wp-includes/class-wp-comment-query.php on line 405

Comments are closed.