Service Level Reporting (SLR) refers to the quality of customer support being provided to the consumers against a particular campaign. Rather than focusing on the overall satisfaction of your customers, SLR provides you the feasibility to monitor each and every promotional campaign or limited-time offer for that matter (individually) to determine whether or not your Contact Centre is able to meet your customer expectations, i.e. offer them the level of services that they were expecting from you. With SLR, you can establish exactly when your support team was unable to properly satisfy your customers by using relevant SLR metrics and later used the gathered insights to improve your services accordingly for future campaigns.

SLR contains several micro and macro metrics to determine the efficiency of a Customer Contact Centre during a particular promotional. Likewise, to asses our present performance and prepare for future campaigns, we use a combination of micro & macro metrics to consistently maintain a state-of-theart Customer Support Centre for our customers during such events.

Open Cases – Total number of customer cases that went unresolved in the duration of that particular campaign

Service Activities – what kind of services were most requested by the customers/prospects

Resolutions – Customer issues resolved in a particular time period

Time to Resolution – Average Time it took to resolve a Customer Issue

First Response Time – Average First Response Time of a support agent when a customer initialized a support session

Backlogs – The accumulation of remaining work on daily basis to determine the efficiency of Customer Contact Centre

Churn Ratio – Number of customers that Churned to competitors

Actionable Customer Feedback – Short Surveys & online quizzes etc. to determine the engagement & interaction percentage of prospects as well as to use gathered data for future improvement

Market Research – To determine new customer & technology trends for better provision of the customer service to the prospects & customers alike

Customer Surveys – Surveys such as, CSAT (Customer Satisfaction) and NPS (Net Promoter Score) etc. to identify customer satisfaction and promotion ratio (respectively) as well as to get general customer feedback regarding the overall customer service provision process in that particular campaign.

Customer Request Volume – The collective ratio of support requests initialized by the customers in a particular campaign or promotional offer

Operator Activity – Information pertaining to a particular support agent’s whole activity during the complete time-period of the campaign

Team Efficiency – How effectively & creatively the support teams were able to respond and simultaneously resolve customer predicaments for maximum customer satisfaction

Churn Prevention – Ratio of prospects, the support agents were able to prevent from churning toward the competition by offering personalized and responsive support sessions

Product Development – Information regarding your new/latest product(s) or more specifically your customers’ response to those products for the purpose of improving their development process accordingly

Your customers are your most important assets, their response to your products and services can help you prosper and achieve your goals faster or at the same time, it can totally diminish such hopes as well. You need to make sure that you are consistently providing first-class services to your customers in order to make them stay loyal to you in today’s extremely competitive market.

Service Level Reporting provides you the feasibility to stay competitive by constantly evaluating your performance in accordance with each promotional campaign or other similar events. Moreover, it allows you to improve your services as well by gathering invaluable customer feedback, such as, what they expect from you, are they fully satisfied with your services, or any improvements required etc.

In summary, by using Service Level Reporting, you would be able to,

• Monitor & Evaluate your performance in response to a particular campaign in order to determine your custom ers’ satisfaction & retention ratios as well as their expectations to devise future campaigns accordingly.
• Evaluate collectively and individual performance of your support staff to determine their weak & strong points to better position them inside your customer contact centre.

Other benefits of SLR includes,

• By doing a collective analysis of your campaigns you would be able to determine campaigns that were highly successful and campaigns that received negative feedback from the customers and use that knowledge to incorporate new approaches into your Contact Centre to match customer expectations better.
• You can manage your Contact Centres resources better by focusing on particular campaigns rather than whole Customer Service Process
• Better probability to achieve higher customer satisfaction, retention, and conversion ratio due to targeted and focused customer support service