{"id":46070,"date":"2023-11-28T14:08:22","date_gmt":"2023-11-28T13:08:22","guid":{"rendered":"https:\/\/enreach.es\/?p=46070"},"modified":"2025-06-16T13:00:05","modified_gmt":"2025-06-16T11:00:05","slug":"la-formula-infalible-para-cumplir-con-tus-slas-de-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/la-formula-infalible-para-cumplir-con-tus-slas-de-call-center\/","title":{"rendered":"The foolproof formula for meeting your call centre SLAs"},"content":{"rendered":"\r\n<h5 class=\"wp-block-heading\"><strong>Level:<\/strong>\u00a0Intermediate<\/h5>\r\n\r\n\r\n\r\n<p>An SLA (Service Level) is a contact centre metric that measures the <strong>performance and quantity<\/strong> of service provided. Most contact centres try to answer at least <strong>80% of incoming calls within the first 20-30 seconds<\/strong>. But what if you want to <strong>deliver a higher level of service<\/strong>? Here is the <strong>foolproof formula<\/strong> for answering more than 90% of calls in less than 10 seconds, even when faced with <strong>agent shortages<\/strong> and <strong>call peaks<\/strong>.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong><strong>1. IMPLEMENTING ADVANCED TECHNOLOGIES<\/strong><\/strong><\/h2>\r\n\r\n\r\n\r\n<p>The first step to meeting service quality standards is\u00a0<strong>to have an advanced contact centre solution<\/strong>. This means that\u00a0<a href=\"https:\/\/enreach.es\/en\/customer-engagement\/occ\/\">customer service software<\/a>\u00a0cannot be a simple call management system, but\u00a0<strong>must focus on optimising call centre performance<\/strong>.<\/p>\r\n\r\n\r\n\r\n<p>How can you tell advanced software from the rest? Look at its features, such as\u00a0<strong>multi-channel\u00a0<\/strong>management,\u00a0<strong>integration with external applications<\/strong>,\u00a0<strong>self-service<\/strong>\u00a0options or\u00a0<strong>rapid scalability<\/strong>.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>2. EFFECTIVELY QUALIFYING CUSTOMER INTENT<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>An effective strategy for meeting SLAs is to\u00a0<strong>use artificial intelligence<\/strong>\u00a0to qualify customer intent. After customers have specified the reason for their call, AI determines whether they should be\u00a0<strong>routed to the best available agent<\/strong>\u00a0or to a\u00a0<strong>self-service IVR menu<\/strong>.<\/p>\r\n\r\n\r\n\r\n<p>In order to choose between one option or the other, this technology has the necessary capabilities to\u00a0<strong>recognise customer intentions and intent<\/strong>. Thanks to its natural language processing (NLP), natural language understanding (NLU) and natural language generation (NLG) capabilities,\u00a0<strong>it can act as a filter<\/strong>\u00a0without the need for human supervision.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>3. AUTOMATING SERVICE PROCESSES<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>Another key strategy to ensure service quality standards are met is to\u00a0<strong>use artificial intelligence to serve customers<\/strong>. At first glance, AI may seem to be taking the work out of agents&#8217; hands, but in reality it is\u00a0<strong>freeing them from routine, non-value-added tasks<\/strong>.<\/p>\r\n\r\n\r\n\r\n<p>Once the people responsible for training the AI have defined conversation flows, bots are ready to\u00a0<strong>handle FAQs<\/strong>\u00a0or\u00a0<strong>facilitate self-service<\/strong>, such as sending a copy of a contract when a customer needs it.<\/p>\r\n\r\n\r\n\r\n<p>In addition to the\u00a0<strong>extremely fast training time<\/strong>, the long-term impact of this technology is revolutionary, as AI is able to achieve what previously seemed impossible:\u00a0<strong>maintaining millions of simultaneous conversations across voice, chat, WhatsApp and email channels.<\/strong><\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>4. OPTIMISING CALL ROUTING<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>In addition to artificial intelligence, another key element in meeting SLAs is configuring the service software to\u00a0<strong>route calls in an advanced manner<\/strong>, taking into account important factors such as agent skills.<\/p>\r\n\r\n\r\n\r\n<p>By simply telling the system\u00a0<strong>what each agent knows<\/strong>\u00a0and defining the\u00a0<strong>correct parameters within each queue<\/strong>, calls can be automatically routed based on\u00a0<strong>language<\/strong>,\u00a0<strong>soft skills<\/strong>\u00a0required for a query or\u00a0<strong>customer type<\/strong>, among other things.<\/p>\r\n\r\n\r\n\r\n<p>This way, when a customer contacts the system with a complaint, for example, the system will route the communication\u00a0<strong>to the agent best equipped to handle it<\/strong>.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>5. REAL-TIME SERVICE MONITORING<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>Within the customer service team, supervisors are responsible for monitoring the operational performance of the call centre. To be\u00a0<strong>more agile in their decision-making<\/strong>, it is essential that they\u00a0<strong>have real-time updates<\/strong>\u00a0on key metrics related to SLAs.<\/p>\r\n\r\n\r\n\r\n<p>With a\u00a0<strong>wallboard or dashboard<\/strong>\u00a0that shows key metrics broken down by queue and agent, they can abandon the trial-and-error method and use\u00a0<strong>real-time data to deduce real-time changes<\/strong>.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>6. ANALYSE HISTORICAL SERVICE DATA<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>Another level at which you can find information about\u00a0<strong>past SLA performance<\/strong>\u00a0is historical statistics. Having a solution that provides\u00a0<strong>standard and customisable statistical reports<\/strong>\u00a0that include all metrics and KPIs is essential for in-depth analysis.<\/p>\r\n\r\n\r\n\r\n<p>Once you have analysed the past behaviour of your data-driven service, you\u00a0<strong>can make decisions for the future<\/strong>, whether it is changing the size of your agent pool, automating processes or incorporating new technologies.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong><strong>7. CONTINUOUS MONITORING<\/strong>\u00a0<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>If your tool allows you to monitor your\u00a0<strong>contact centre&#8217;s performance<\/strong>\u00a0in real time, as well as access\u00a0<strong>historical data<\/strong>,\u00a0<strong>call history<\/strong>\u00a0and\u00a0<strong>categorisations<\/strong>, you will find it much easier to review this data on a daily basis and use it to continually improve your service.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>8. SEEKING FEEDBACK FROM END CUSTOMERS<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>The final source of information you can consult to\u00a0<strong>get a complete picture<\/strong>\u00a0of service quality levels is to talk to end customers. The most common feedback format in the industry is a\u00a0<strong>Net Promoter Score (NPS) survey<\/strong>.<\/p>\r\n\r\n\r\n\r\n<p>In addition to understanding customers&#8217; willingness to recommend a product or service, NPS surveys provide an\u00a0<strong>overall assessment of the customer experience<\/strong>.<\/p>\r\n\r\n\r\n\r\n<p>For example, if response time or problem resolution scores are low,\u00a0<strong>the team can adjust their internal processes<\/strong>\u00a0to improve these specific areas and thus better align with SLAs.<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\"><strong>FINAL CONCLUSIONS<\/strong><\/h2>\r\n\r\n\r\n\r\n<p>As you have seen, SLA compliance\u00a0<strong>requires the best available technology<\/strong>, the habit of\u00a0<strong>constantly reviewing the service<\/strong>\u00a0from quantitative, qualitative, objective and even subjective perspectives, and using this information\u00a0<strong>to optimise processes on a daily basis<\/strong>.<\/p>\r\n\r\n\r\n\r\n<p>The integration of\u00a0<strong>these eight points is the key to success<\/strong>\u00a0and will ensure that you meet your service quality standards.<\/p>\r\n\r\n\r\n\r\n<p>At Enreach,\u00a0<strong>we are committed to helping our clients achieve their goals<\/strong>\u00a0by providing the right solution for each case, type of service or service channel.<\/p>\r\n\r\n\r\n\r\n<p>We also suggest how to\u00a0<strong>align all the elements that make up a service<\/strong>: the platform or solution, the service channels, and the service and\/or agent metrics or KPIs, s<strong>o that our clients can deliver the best experience to their end customers<\/strong>.<\/p>\r\n\r\n\r\n\r\n<p>If you would like to know how to configure and parameterise each section of our customer service software,\u00a0<strong>request a free demonstration<\/strong>\u00a0by calling +34 900 670 750 or writing to us in the chat below.<\/p>\r\n\r\n\r\n<div class=\"wp-block-post-author\"><div class=\"wp-block-post-author__avatar\"><img alt='' src='https:\/\/secure.gravatar.com\/avatar\/bcf9d22d89dab1309eb1115ace0118a9dd73a217f1ca7318dc6b54400c9d3e6b?s=48&#038;d=mm&#038;r=g' srcset='https:\/\/secure.gravatar.com\/avatar\/bcf9d22d89dab1309eb1115ace0118a9dd73a217f1ca7318dc6b54400c9d3e6b?s=96&#038;d=mm&#038;r=g 2x' class='avatar avatar-48 photo' height='48' width='48' \/><\/div><div class=\"wp-block-post-author__content\"><p class=\"wp-block-post-author__byline\">Pre-sales expert at Enreach Spain<\/p><p class=\"wp-block-post-author__name\">Eva Ad\u00e1n<\/p><\/div><\/div>\r\n\r\n","protected":false},"excerpt":{"rendered":"<p>In the contract between a CCaaS provider and a call centre BPO, it is common to establish SLAs as fundamental elements that\u00a0define service standards. As key KPIs, SLAs play a crucial role in objectively measuring the performance and quality of the service provided.<\/p>\n","protected":false},"author":10,"featured_media":46066,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[3113,5144,3216,5164,4035],"class_list":["post-46070","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center","tag-call-center-en","tag-contact-center-en-2","tag-customer-service","tag-servicio-al-cliente-en","tag-sla-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The foolproof formula for meeting your call centre SLAs - Enreach ES<\/title>\n<meta name=\"description\" content=\"Discover the key to consistently meeting your call center SLAs. 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