4 Service Level Agreement Metrics Used in Customer Service


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When creating and implementing a Service Level Agreement (SLA), there are different metrics used to measure your effectiveness. Here are four popular ones used today:

  • Turn Around Time (TAT): TAT is the time it takes you to complete any given task.  Obviously the quicker you effectively solve an issue, the sooner you can move on to the next issue.
  • Time Service Factor (TSF): A percentage of calls answered with in a defined timeframe.  Say you want your agents to answer 60% of the calls in 45 seconds- it’s something measureable.  I’m not sure how much I agree with this one. It’s a good idea but would you rather have calls where your agents are trying to hurry so they can meet the TSF or would you rather them take their time on the phone with solving a problem?
  • Average Speed to Answer (ASA): This is self-explanatory, the amount of time it takes to have a call answered by your customer service agents. This is a great point because customers hate being held on the line and waiting for assistance.  The sooner the call is answered, the better.
  • Abandonment Rate (ABA): Percentage of calls abandoned while they are waiting to be answered. If your agents are quick with the ASA, this rate will hopefully go down and your effectiveness will shoot up.

These are just a few different metrics you can use to help calculate your effectiveness and improve customer service with your business. Network World has a few other good tips for creating metrics for your Service Level Agreement.

Are there any metrics you always use with your Service Level Agreements? Why do you think the ones listed above are good or bad?

Republished with author's permission from original post.

Hoyt Mann
As co-founder and president, Hoyt oversees all operational aspects of the business, including sales, marketing, service delivery, and customer support. His extensive resume encompasses over 15 years as an innovator, entrepreneur, and overall technical evangelist with leading Dallas-based companies, including EDS, EpicRealm, MCI and OpenConnect Systems. Before forming PhaseWare Inc., Hoyt served as director of engineering for RamQuest Software, providing executive support to Founder and CEO Randall Nelson.


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