When outsourcing customer support to an external service provider, make sure your customers’ time is effectively valued. You will have to define the level of service they expect, laying out the metrics to measure the outsourced service’s success. Setting the correct service-level agreement (SLA) is crucial: it has to be demanding enough to satisfy your customers and, at the same time, realistic enough to be achieved by the service provider.
In customer service, we mainly consider the following metrics:
- Average response time: How long it takes to start handling a customer contact (calculated for the whole team or for every agent in a selected period = Total time taken to respond divided by the number of responses).
- Average resolution time: How long it takes to resolve an issue. Divide the number of tickets solved in the chosen period by the total time taken to resolve tickets during the selected period.
- First contact resolution rate: How much the customer service successfully solves customer queries during the first contact.
Each brand and each channel of your customer service has its specificities. So you will decide the right SLAs for calls, emails, live chat, and social media moderation that best suit your customer’s expectations… and the penalties to apply when breaches of SLA occur.
Let’s have a look at the commonly admitted SLA by customer service industry standards:
For incoming calls, you should target at least the following SLA:
- First Contact Resolution: around 80% of resolved cases, but that KPI is likely to vary a lot according to your industry.
- A maximum of 5% of monitored calls with critical errors
- A maximum of 10% of monitored calls with non-critical errors
You can consult the complete guide on the following link: