We know that you want your customers to be happy, so we recommend carefully defining your Service Level Agreements. Determining the correct SLAs is crucial: they must be demanding enough to satisfy your customers and, simultaneously, realistic enough to be achieved by the service provider.Learn more about the Service Level Agreement read our article: How to outsource customer service with the right SLA definitions
We can’t give a magic answer, as each brand and each channel (calls, emails, live chat, and social media moderation) has specificities, but we can give you a rule of thumb. The answer will depend on:
1) the number of people who work in your customer support team
2) how accurate your activity forecast is (i.e., how many customers are likely to contact you).
Let’s consider a team in ” regular” operation with adequate size and forecast. You can expect:
80% of calls shall be answered within 20 seconds (with a margin of error of + or – 5%), and 95% of calls answered within 60 seconds.
97% of your emails within 4 hours (with an error margin of + or – 10%)
80% of your live chats within 30 seconds (with the same error margin).
But if you decide to trust NAOS CX with your Contact center activities, we will do everything we can to ensure your customers are happy with our service.