ALS creates orientation. Take for example WFM and operations (or customer management if you interact with this group) which all have different lenses. The rules that WFM would impose in isolation are totally different from those that would make operations. This makes sense, because each is also responsible for a different set of metrics. A credit is a provision that can be included in the ALS that allows providers to recover service level credits if they work for a certain period above or above the standard service level. Earn Backs are a response to the standardization and popularity of service level credits. SLAs are a basic agreement between your IT team and customers who are important to building trust. You manage customer expectations and let your team know what problems you need to solve. With SLAs, there is a mutual understanding of service expectations. Implementation of ALS can benefit your IT team in a variety of ways: overall, an ALS usually contains a list of objectives, a list of services covered by the agreement, and a definition of the provider and client`s responsibilities under ALS. When you start creating ALS, you first need to define what you want to achieve. In contact centres, you talk about accessibility for your customers. There are many ways to measure this based on what you want to achieve.
Start by setting what you want to achieve first, then set the metric to use. Is it an internal ALS between your sales and marketing services? Both teams should have set their goals in this section of the contract, while ensuring that if marketing achieves its goal, Sales can achieve its own goal accordingly. >> Have you ever tried to nail your level of service by manipulating supply and demand? There is much to consider, and if you only have 20 seconds to answer a call before the threshold is not reached, you must be able to perform the right actions immediately. The negotiation of the rules of engagement must be done in advance. First, you need to define the criteria for action. A simple one-pager is going to do here. If SL is 0 to 5% below target, this can be seen as a warning for WFM and operations that performance is deteriorating. At 5% – 10%, you can interrupt discrete offline activities and start retraining.
If it`s worse than 10% below target, you can choose an „All Hands on Deck“ approach for everyone to switch to the phone. If you do it easily enough, then all team leaders can leave it at their desk. Everyone will know what their share is if SL reaches a certain threshold. I would like to talk a little bit about the retraining in the management of SL. Recycling can be a controversial problem in operations, as agents do not always like to accept different types of calls. The decision to improve which agents at a certain threshold may be based, for example.B. on the comfort level of these agents with the type of call.