Humayra Alam Afra
How to Improve Service Level in Call Center | 11 Best Practices
Updated: May 23
Service levels are a vast and quite unique type of way to measure a rough amount of how many calls a call center receives within a given threshold. The number of calls received and answered in a 24/7 call center is generally represented as a percentage of your call center's total quantity of incoming calls. This includes tracking call volumes, call handling times, and customer satisfaction rates.
Key Tips on Improving Service Levels in a Call Center
It is quintessential to be able to have a call center to aim for an answering speed of about 20 seconds for roughly most of the time, such as a percentage of 80%. There are various other ways to calculate the level of service to take it up a notch to a certain benchmark. They are:
Using a cloud-based analytics solution that captures, transcribes, categorizes, which analyzes, and scores every conversation with customers across all channels.
Maintaining the most impactful training and providing trackable agent notifications with audio snippets.
Informing the agents or supervisors when customers are at risk of churn or when a conversation is escalating in a negative way. This enables agents with next-best-action guidance to proactively manage conversations or elevate them to a supervisor to improve.
Strategizing on how you will be communicating with a customer, which will enhance all of your customers' needs to the best of your abilities with flexible scripts.
Therefore, these are some of the ways call center service levels can be improved in the process.
How to Boost Service Level Efficiency in Call Center?
Increasing efficiency in a Call center is truly a struggle, especially as it is tied down directly to its primary services.
ASL BPO has always been committed to maintaining the highest service level in a call center. From the very beginning, our focus has been on delivering exceptional customer service to our clients.
Here Are The 11 Best Practices That Can Easily Boost The Service Level Efficiency of a Call center.
Optimization Based on Individual Agents
Make sure to ensure that there is enough time to retain the energy of the team of agents especially to ensure that they do not burn out or get bored of their tasks. Always remember, burnt out staff are bound to underperform.
Make The Best of The Technology
Be sure to have trained your staff with the best technology a call center could have. That being said, always keep in mind to be aware of the latest software and analytics that can amplify the service.
Measure and Take Note of The Analytics
Always maintain a curve on how the team is performing in a given time and at a given situation. Monitor everything with transparency as well as make each and every performance accessible so that everyone in the team can collaborate and contribute.
Keep Your Team of Agents Motivated
Keep in mind that your team needs a pep talk every now and then. That being said, a happy team of agents will deliver you with the most exponential results and performance.
Provision of Proper Training
That being said, your agents are always going to require an endless array of being trained to perfection, if they are new that is. Sometimes, even the formerly trained agents require a good amount of advice on how to proceed.
Revisiting The Metrics and Analytics
It is important for a team leader to keep on going back to see their analytics of the best timelines that had taken the team at its peak.
One Call Resolutions
In today's fast-paced environment, every consumer wants their concerns resolved quickly and efficiently, without having to follow up on a regular basis.
Lesser Waiting Time
This is possible with a powerful dialer that can reroute calls to multiple agent groups. This can be accomplished if all agents are educated on both campaigns in order to reduce queue hold time.
Hire and Train Skilled Agents
Having competent agents capable of properly answering customer inquiries and resolving difficulties is one of the most essential components of increasing service levels.
Implement Efficient Call Routing
Efficient call routing guarantees customers are linked with the most appropriate agent as quickly as possible, which can considerably improve service levels. To effectively route incoming calls to the proper agent, use intelligent call routing systems that analyze characteristics such as agent skill set, language competency, and call history.
Monitoring and Assessing Agent Performance
This can provide significant insights into areas that need to be improved. To analyze agent performance and find areas for improvement, use measures such as average handling time, first call resolution rate, and customer satisfaction.
Maintaining a high quality of service is critical for call centers since it has a direct impact on customer happiness and loyalty. Customers are more likely to return to a company that delivers exceptional customer service, but poor treatment can result in lost customers and a tarnished reputation.
Furthermore, maintaining a high level of service can help to improve employee morale and job satisfaction, which can lead to improved performance and retention rates to improve service level.
At ASL BPO, we recognize that maintaining a high level of service is important to our company's success. We are dedicated to providing our clients with great service, and we work tirelessly to ensure that every interaction with one of our agents is a happy one.
Our commitment to providing the best service possible has helped us establish a reputation as a leader in the call center business, and we are proud to uphold this standard today and in the future.
What is a Good Service Level for Call Center?
A good call center service level is generally estimated to be 80%. This indicates that 80% of calls should be answered within a specified amount of time, usually 20 seconds. However, depending on the industry, customer expectations, and other factors, the optimal service level may differ.
What Causes Low Service Level in Call Center?
Low service levels in call centers can be caused by various factors such as inadequate staffing, poor training, ineffective call routing, system downtime, and high call volumes.
These factors can result in longer wait times for customers, increased call abandonment rates, and reduced customer satisfaction.