Tri Level Replaces Service Level To Better Manage Speed Of Answer
- 1. Tri-Level Replaces Service Level When 100% of Your Customers Matter © 2008 by
- 2. Service Level Measures 80% of Callers 1000 Service Level 900 800 80% of Calls in 700 600 “n” Seconds 500 400 1350 of 7000 300 calls received 200 100 poor service 0 (20%=1400) day e sd ay es d ay rsd ay d ay d ay day Mo n Fr i tur Su n Tu edn Th u Sa W Service Level Ignores 20% of Callers Tri-level Replaces Service Level 2 © 2008 by
- 3. Tri-Level is a 100% Approach All customers are important – all are measured A three-tiered system – 80% in ___ seconds – 99% in ___ seconds – 100% in ___ seconds (longest wait time) Competitive edge – Are your competitors this good? Tri-level Replaces Service Level 3 © 2008 by
- 4. Tri-Level for Ad-Generated Responses Call traffic engineering tables don’t consider multiple, time-sensitive stimuli Are your calls generated by ad campaigns? – TV and Radio – Web Ads – Direct Mail, E-mail Newsletters Tri-level helps manage ad campaign peaks and spikes4 Tri-level Replaces Service Level © 2008 by