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  • 1.  Industry Standards for Service Level

    Posted 09-13-2022 14:58
    No replies, thread closed.
    I have been asked to research what the industry standards are around service levels in the travel, insurance, banking, airline and utility sectors.  Do other Genesys Customers or community members have any insight into industry standards?  We anticipate that our customers are waiting longer for service on the phone and are hoping to validate. 
    #ArchitectureandDesign
    #Connect with a Customer (NEW)
    #Implementation
    #PlatformAdministration
    #Reporting/Analytics
    #Routing(ACD/IVR)

    ------------------------------
    Paul Soulodre
    Alberta Motor Association
    ------------------------------


  • 2.  RE: Industry Standards for Service Level

    Posted 10-17-2022 15:41
    No replies, thread closed.
    I am not sure you are going to find a definitive answer.  Here are a few good articles:

    https://www.callcentrehelper.com/industry-standards-metrics-125584.htm
    https://fonolo.com/blog/2014/06/why-8020-is-probably-the-wrong-service-level-for-your-call-center/
    https://emplifi.io/resources/blog/contact-center-industry-standards
    https://callcenterstudio.com/blog/call-center-metrics-blogs/

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Industry Standards for Service Level

    Posted 10-19-2022 12:49
    No replies, thread closed.
    Robert;

    Thank you for taking the trouble to look up these articles. I will review and discuss with my colleagues.

    Regards

    Paul

    ------------------------------
    Paul Soulodre
    Alberta Motor Association
    ------------------------------

    Original Message


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