Metrics that Matter: Service Level

Presented by

Jeff Rumburg, Managing Partner at MetricNet

About this talk

It's human nature to be impatient when in need of technical support or customer service. It doesn’t matter if customers are calling their bank, their cable company, or their company’s internal technical support department. They want a resolution to their problem or an answer to their question right then and there! Unfortunately, they are often met with barriers to quick resolution such as long speeds of answer due to understaffing or terribly complicated IVR logic that leads to behavior based on frustration including call abandonment. Many service level agreements include targets for call abandonment, average speed of answer, and mean time to resolve. Although a low abandonment rate, speed of answer, and mean time to resolve are worthy objectives, many service delivery organizations go too far in trying to enforce aggressive service levels. Those who pursue this strategy typically believe that aggressive service levels are a prerequisite for achieving high customer satisfaction levels. The truth is that aggressive service levels will not necessarily lead to higher levels of customer satisfaction. Learn how to set appropriate service level targets in this new MetricNet webcast! Additionally, Jeff Rumburg will define the most common service level metrics, reveal why service level targets are so important, and provide benchmarking ranges for the most common service level metrics.
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MetricNet is the global leader in IT Service and Support and Contact Center benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016, 2017 and 2018, and has served on HDI’s strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.