2014 Coursera Partners' Conference

Total Service Level Agreement

Data is useless unless it is used to make decisions that will help you achieve your goals. If you monitor the level of service, you make decisions based on that data. Send overflow calls to internal agents, ask internal officers to work late during an emergency operation, and schedule agent interruptions so as not to compromise the level of service. These are all simple examples that will help you improve service levels when they are in retreat. IT service organizations that manage multiple service providers may wish to enter into Operational Level Agreements (OLA) that explain how some parties involved in the IT service delivery process interact with each other to maintain performance. Business IT organizations, particularly those dedicated to IT services management, join their internal customers in ALS – users of other services within the company. An IT department creates an ALS to measure its services, justify them and possibly compare them to those of outsourcing providers. Overall, an ALS generally contains a list of objectives, a list of services that must be covered by the agreement, and a definition of the responsibilities of the service provider and clients under ALS. Measures should be designed so that bad conduct is not rewarded by both parties. If z.B. a service level is violated because the customer does not provide information on time, the provider should not be penalized. Among the main elements of a service level agreement is the number of calls that are answered within the threshold, divided by the number of calls that have had a service event.

These cancelled calls are treated as if they had exceeded the threshold. A credit is a provision that can be included in the ALS that allows providers to recover service level credits if they work for a certain period above or above the standard service level. Earn Backs are a response to the standardization and popularity of service level credits. The service level formula, which takes into account cancelled short calls, often includes many components, from the definition of services to the termination of the contract. [2] In order to ensure rigorous compliance with ALS, these agreements are often designed with specific lines of demarcation and the parties concerned must meet regularly to create an open communication forum. Rewards and penalties that apply to the supplier are often set. Most ALS also leave room for regular (annual) revisions to make changes. [3] The service level should look at the 90% of the Inseis in 30 seconds. The call was cancelled, so you didn`t answer.

If we had arrived in 10 seconds, it would not have been abandoned. I would like to talk a little bit about the retraining in the management of SL. Recycling can be a controversial problem in operations, as agents do not always like to accept different types of calls. The decision to improve which agents at a certain threshold may be based, for example.B. on the comfort level of these agents with the type of call. Sometimes the types of additional calls you give them have higher handle times or less customer satisfaction. The first thing you need to do is work with your training department.

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