I am trying to determine what is an acceptable service failure rate as a %ge of total inbound call contacts. A service failure being an interaction that causes a complaint as a result of poor service, incorrect information provided, lack of follow u
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I am trying to determine what is an acceptable service failure rate as a %ge of total inbound call contacts. A service failure being an interaction that causes a complaint as a result of poor service, incorrect information provided, lack of follow up or client dissatisfaction with the service experience. Are there studies available or industry standards? For Example: Total Contacts 500,000/Year...what would be considered and acceptable industry standard...< .05%????
I manage a small to medium sized contact centre in the financial services industry. Obviously zero is ideal rate but given human error it is not reasonable.
Any "e;free"e; guidance or advice will be appreciated.
Thanks
