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
#ConnectwithaCustomer(NEW)
#Implementation
#PlatformAdministration
#Reporting/Analytics
#Routing(ACD/IVR)

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

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:
Sent: 09-13-2022 14:57
From: Paul Soulodre
Subject: Industry Standards for Service Level

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
#ConnectwithaCustomer(NEW)
#Implementation
#PlatformAdministration
#Reporting/Analytics
#Routing(ACD/IVR)

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

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:
Sent: 10-17-2022 15:41
From: Robert Wakefield-Carl
Subject: Industry Standards for Service Level

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:
Sent: 09-13-2022 14:57
From: Paul Soulodre
Subject: Industry Standards for Service Level

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
#ConnectwithaCustomer(NEW)
#Implementation
#PlatformAdministration
#Reporting/Analytics
#Routing(ACD/IVR)

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