Optimise Service Levels

Service levels offered by customer services significantly impact the business's day to day core performance, but they are seldom reviewed or changed. Sometimes the impact is revenue - for example it is relatively common place to find order taking call centres that allow more than 10% of callers to abandon. More often it is cost - each percentage point in a call centre's target for 'percent of calls answered within service level' adds significantly to cost, but few companies calculate how much.

By understanding value, cost and benchmarks with competitive services, the scope of services offered and the levels provided can be optimised, with benefits realised as cost or revenue improvements. Our experience is that there are benefits to be obtained from these reviews, but care is required to ensure the customer interests and potential downsides are full considered.