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Exceptionally fast growth and focus on heavy cost-cutting continue to be the
two biggest operational challenges for contact centers. Even with these hurdles, all contact centers would say that customer service and satisfaction levels are still their number one focus. To lower costs while improving service, customer expectations should be met, exactly.

Bell Labs established this “standard” a long time ago when calls from a pay
phone cost a dime. Today, many operations continue to use the outdated 80/20, or something similar like 90/15. Unfortunately companies are wasting millions of dollars each year trying to reach goals that were developed arbitrarily or as a gut feeling from managers.

Data will tell you where your service level should be. But not the typical daily
roll-ups that go to managers. The details will reveal the true nature of your customers to an expert that knows what to look for. With millions of dollars on
the line, getting your service level goals in-line with customer expectations is
the foundation for building an effective labor schedule.

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