How do you measure customer satisfaction with SLA metrics?

1 What are SLA metrics?

SLA metrics are quantitative measures that define the level of service a call center provides to its customers. These metrics are usually agreed upon between the call center and its clients or internally within the organization. Common SLA metrics for call centers include Average Speed of Answer (ASA), which is the average time it takes for a call to be answered by an agent, Average Handle Time (AHT), which is the average duration of a call, First Call Resolution (FCR), which is the percentage of calls that are resolved in the first contact, Service Level, which is the percentage of calls answered within a certain time threshold, and Customer Satisfaction Score (CSAT), which is the rating customers give to their overall experience with the call center.

2 Why do SLA metrics matter?

SLA metrics are essential for monitoring and evaluating the quality and efficiency of your call center service. By tracking and analyzing these metrics, you can identify strengths and weaknesses in your operations, benchmark performance against industry standards, meet customer expectations, improve customer satisfaction, and optimize resources and costs. All of these outcomes will help reduce waste and inefficiency while delivering consistent and reliable service.

3 How to set SLA metrics?

When setting SLA metrics, you need to consider various factors such as your business goals and objectives, customer profile and preferences, call center capabilities and resources, and industry standards and regulations. This will help you define realistic and relevant SLA metrics that reflect your service level targets and commitments. Additionally, it is important to communicate these metrics clearly to your customers, agents, and stakeholders. Furthermore, you should review them regularly to ensure that they are still valid and achievable.

4 How to track SLA metrics?

Tracking SLA metrics requires collecting and analyzing data from various sources, such as your call center software, customer feedback, and agent feedback. Most call center platforms have built-in features and tools that allow you to record, monitor, and report on SLA metrics in real-time or over a period of time. Additionally, surveys, ratings, reviews, or other methods can be used to gather customer feedback on your service quality and satisfaction. You should also solicit feedback from your agents on their performance, challenges, and suggestions for improvement. It is important to track your SLA metrics regularly and consistently using standardized methods and formats. Comparing your actual results with your expected results can help you identify any gaps or deviations. Lastly, you should share your SLA metrics with customers, agents, and stakeholders as a basis for recognition, reward, or improvement.

5 How to improve SLA metrics?

Improving SLA metrics is an ongoing process of learning and optimization that requires various strategies and techniques. You can coach and train your agents to deliver excellent service and meet SLA goals. Additionally, you should schedule and forecast your agents according to call volume patterns. Technology solutions, like IVR, chatbots, or CRM, can help automate and streamline processes. Moreover, customer data, analytics, and segmentation can be used to personalize and enhance service delivery. Ultimately, improving SLA metrics can increase customer satisfaction, retention, call center performance, and profitability.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?