Internal & External SLA’s

12 years ago Hutch Morzaria 0
A very important point to remember at all times is that you need to have a more aggressive Internal SLA vs. the one that you are offering to your customers. I know it sounds self-evident doesn’t it, but there is no end of organizations that I’ve dealt with where customers are offered a 4hr SLA Read More

Erlang ‘C’ & Scheduling for Call Centres – III

12 years ago Hutch Morzaria 0
Skill-Based Routing Simpler to say than actually execute, SBR is a way of ensuring that your contact reaches the agent best suited to deal with and address their issue.  This assists in first call resolution but is also key when it comes to things like languages and specific technologies.  An easy example is ensuring that a Read More

Erlang ‘C’ & Scheduling for Call Centres – II

12 years ago Hutch Morzaria 0
Escalation Matrix – OK, great, we’ve got an SLA, we have the appropriate staff in place to take the call when they make it … now, what happens if they are not able to fix the problem?  Easy!  You get the problem to the right people that can fix it in a timely manner.  This Read More

SLA & Tiered Service Levels

12 years ago Hutch Morzaria 0
SLA – this is a difficult one.  You obviously want to offer all of your customers the premier, best in the world, platinum level of service, but unfortunately, that does not always make financial sense.  Customers need to be tiered dependent on the amount of money they pay you (see my post on the 80/20/30 Read More

Erlang ‘C’ & Scheduling for Call Centres

12 years ago Hutch Morzaria 1
Erlang ‘C’ is a Nobel winning formula used in the Call Centre and Operations industries to determine the correct and appropriate level of staffing based on key call metrics.  The scary looking formula for this is below and the even scarier explanation from Wikipedia is here. From a Call Centre and Staffing Point of view, Read More

KPI’s and the Importance of Measurements (part 2)

12 years ago Hutch Morzaria 1
Continuing from my previous post here, we’re going to get more in depth into KPI’s and their measurement now. How do I measure KPI’s? Get the data (whatever is important to you … if you use the examples previously mentioned, then track service outages by minutes for example vs. a specified date) into your spreadsheet or other Read More

KPI’s and the Importance of Measurements

12 years ago Hutch Morzaria 2
There is a great quote that goes something like – “If you cannot measure it, you cannot manage it!”  … this is so true and especially so in the Technical Support, Customer Service, and Operations areas. There are great KPI’s (Key Performance Indicators) and not so great ones.  The key is choosing the right one Read More