There are several actions you can take to improve service levels. Start by improving forecast accuracy – when the right number of agents are at their desks and can handle call volume without long wait times, customers are more likely to provide positive feedback. Monitoring intra-day activities, such as lunch breaks, training sessions and changes in call volumes can also help to boost service levels.
Call recording is a key component in quality management, and can result in more efficient call handling. Us these recordings in ongoing coaching programs so agents can be sure they are delivering the service level expected of them. Finally, make service level discussions a weekly priority and have your team share their experiences. Compare the measured services level with the perception of customers; have agents share their experience of customer behavior and expectations.