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.
You can also include an NPS survey to measure your level of service.
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5. Determine the service level for each of the metrics
Now that you have defined the metrics you will use, determine what your goals are. That is, the value you want to pursue for each metric.
For example:
Average time to first response to a call: 3 minutes
Problem resolution rate: 98%
6. Continuously monitor results
Now that you know what you need to do and what level of service you want, measure your performance. Ideally, you should have a dashboard to monitor these numbers in real time and not miss any essential data.
>>>> Read more: how to have [and use] your sales dashboard
7. Adjust and improve processes when SLA is not met
Whenever your service level does not meet targets, you should study your processes for opportunities for improvement.
Figure out what’s going wrong and try to change it. Then train your salespeople and re-measure the process. Repeat this over and over until you’re able to meet your desired SLA.