To set up a service SLA, you need to:
use your service history;
conduct customer surveys;
do benchmarking;
define the metrics you will use;
determine the service level for each of the metrics;
constantly monitor the results;
adjust and improve processes when not meeting SLA.
To make it clearer what to do in each of these steps, continue reading!
1. Use your service history
It is not enough to know what a service forex email list level agreement is. You need to start creating one from a reference point.
Therefore, analyzing your service history is a good start to studying which service procedures have worked well in your company and which ones need improvement.
2. Conduct customer surveys
You can also select a few customers with whom you have a good rapport and ask them personally how your company could improve its service.
Also, ask questions like:
How long do you think it is acceptable to wait on the line for service?
Would you like to be served via chat?
And what about the use of WhatsApp and other social media, would they be good customer service channels for you?
How many contacts at most do you think are reasonable to resolve an issue?
Another way to get answers to these questions is by conducting an online digital survey with your base.
It’s not enough to conduct a survey; you need to use the data collected to improve your service. Want to learn how? Then download our practical guide that teaches you how to turn customer feedback into sales .
In it, you will discover not only how to use consumer opinions to your advantage, but also which are the best tools and how to implement the idea of the importance of feedback in your company!
3. Benchmark
There is no point in defining metrics for your SLA and only later discovering that the competition is much stricter.
Therefore, research the market, look for cases on the subject and find out what levels of service companies offer. In other words, look for examples of SLAs for service in your area.
It's even worth calling a few companies and timing the waiting time, how many times the attendant changed, the channels used, etc. Try it out!
4. Define the metrics you will use
Now, with all this information, define your service metrics, for example:
average time to first response to a call;
average time between each contact with the customer after starting service via chat or social media;
average number of contacts needed to resolve a problem;
index of problems solved.