The number of customers waiting in a queue that are answered within a specified period of time. Once the contact is answered, if it was within the timeframe it is counted positively, if it was not within the time frame or the customer disconnects before connecting, the contact is counted negatively. There is usually no consideration of the customer experience while interacting with a representative in the SLA score.
Measurement: (Contacts answered within the time frame)/ (Total contacts offered)
Benchmark: Guided by what is considered acceptable for customers to wait for assistance. 80-90% of customers experiencing the planned wait time is reasonable in some sectors.
Importance: Customers on average should not wait longer than their usual tolerance levels. Long wait times can deter repeat business opportunities, and cause abandonment even before the first transaction, both equating to a loss of revenue. Equally, customers getting assistance much quicker than their tolerance levels, won’t necessarily provide more revenue and indicates overstaffing, which increases cost. Meeting the target as closely as possible is key to optimizing efficiency.
Alternate Terms: SLA, SL, Service Level