Service Level Management

TRACK YOUR CALL CENTER’S PERFORMANCE

Our service level management tools provide informative metrics that show your call center exactly how well it is able to serve customers. Our metrics deliver information about service level, which is generally calculated as the percentage of all interactions that agents can handle within a service level threshold (i.e., predetermined time frame). With Bright Pattern, you can manage service levels by calculating and configuring specific service level thresholds for your organization’s particular needs.

 

PRIORITIZE INTERACTIONS

Service level threshold is the amount of time remaining before a service level commitment is breached, as defined by your contact center. Knowing that predetermined time frame can help both agents and supervisors work faster and more efficiently to respond to customers before the threshold expires. For inbound customer calls, for example, your contact center may specify that agents must answer 80 percent of calls (service level) within 20 seconds (service level threshold). Likewise, your contact center may want agents to respond to 100 percent of email messages (service level) within one day or less (service level threshold). Both cases are examples of how service level management can be applied to your contact center.

 

UNDERSTAND TEAM SUCCESSES AND AREAS OF IMPROVEMENT

Real-time service level metrics are continually refreshed on Agent Desktop wallboards and dashboards, helping agents and supervisors see how their team performs and prioritizes interaction handling. This actionable data is also saved in detailed service reports for supervisors and administrators to use for quality monitoring, agent performance assessment, and more.

 

HIGHLIGHTS

  • Track your team’s ability to meet service level commitments
  • Define service level and service level threshold for voice calls, email, SMS interactions, and more
  • Use service level data to prioritize interactions in the queue
  • Use Agent Desktop’s real-time metrics to see how much time you have to respond to customers
  • View service data in comprehensive reports

LEARN MORE ABOUT EMAIL HANDLING

[ultimate_carousel slide_to_scroll=”single” slides_on_desk=”1″ slides_on_tabs=”1″ slides_on_mob=”1″ autoplay_speed=”4000″ arrows=”off” dots_color=”#f9f9f9″][bsf-info-box icon=”icomoon-BRANKIC-envelope2″ icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”PUSH AND PULL DISTRIBUTION MODES” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fpush-and-pull-distribution-modes%2F|title:Push%20and%20Pull%20Distribution%20Modes||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]

Using the email service queue, messages can be either pushed to “ready” agents or placed into a shared queue for assigned agents to pull

[/bsf-info-box][bsf-info-box icon=”Defaults-exclamation” icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”SERVICE LEVEL MANAGEMENT” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fservice-level-management%2F|||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]

The time remaining before a service level commitment is breached is used to prioritize messages in the queue

[/bsf-info-box][bsf-info-box icon=”icomoon-HAWCONS-laughing-face2″ icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”KEYWORD AND SENTIMENT ROUTING” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fkeyword-and-sentiment-routing%2F|title:Keyword%20and%20Sentiment%20Routing||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]

Keywords and sentiment values extracted by Natural Language Understanding could be used to route and prioritize messages

[/bsf-info-box][bsf-info-box icon=”Defaults-folder-open” icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”AUTOMATIC CASE CREATION AND TRACKING” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fautomatic-case-creation-and-tracking%2F|title:Automatic%20Case%20Creation%20and%20Tracking||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]

Each message is kept in a case—a virtual folder that is automatically created and updated—with the history of all communications with all related parties, irrespective of channel

[/bsf-info-box][bsf-info-box icon=”icomoon-METALIC-reply” icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”FOLLOW-UP QUEUE” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Ffollow-up-queue%2F|title:Follow-up%20Queue||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]

Agents can mark replied-to cases for follow-up, and return to them at a later date to prod unresponsive parties or update customers of new developments

[/bsf-info-box][bsf-info-box icon=”icomoon-HAWCONS-book-bookmark2″ icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”BUILD-IN KNOWLEDGE BASE” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fbuilt-in-knowledge-base%2F|title:Built-in%20Knowledge%20Base||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]

A built-in Knowledge Base helps maintain training levels and consistency of replies. Knowledge Base supports full text search, use frequency, and content import and export

[/bsf-info-box][/ultimate_carousel]

BRIGHT PATTERN CALL CENTER SOFTWARE

The choice of enterprises of all sizes and across various industries

[ultimate_carousel slides_on_desk=”6″ autoplay_speed=”2000″ arrows=”off” dots=”off”]
mercedes-logo
ttech-logo
american-girl-logo
vaio-logo
overstock-logo
weebly-logo
kaizer-logo
[/ultimate_carousel]
[bsf-info-box icon=”Defaults-dollar usd” icon_size=”32″ icon_color=”#ffffff” icon_style=”advanced” icon_color_bg=”” icon_border_style=”solid” icon_color_border=”#ffffff” icon_border_size=”1″ icon_border_radius=”0″ icon_border_spacing=”60″ title=”PRICING” read_more=”box” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-pricing%2F|title:Call%20Center%20Software%20Pricing||” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_color=”#ffffff” desc_font_color=”#ffffff”][/bsf-info-box]
[bsf-info-box icon=”Defaults-th-list” icon_size=”32″ icon_color=”#ffffff” icon_style=”advanced” icon_color_bg=”” icon_border_style=”solid” icon_color_border=”#ffffff” icon_border_size=”1″ icon_border_radius=”0″ icon_border_spacing=”60″ title=”OMNICHANNEL” read_more=”box” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fomnichannel-contact-center%2F|title:omnichannel%20call%20center%20software||” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_color=”#ffffff” desc_font_color=”#ffffff”][/bsf-info-box]
[bsf-info-box icon=”Defaults-puzzle-piece” icon_size=”32″ icon_color=”#ffffff” icon_style=”advanced” icon_color_bg=”” icon_border_style=”solid” icon_color_border=”#ffffff” icon_border_size=”1″ icon_border_radius=”0″ icon_border_spacing=”60″ title=”INTEGRATIONS” read_more=”box” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fintegrations%2F|title:Call%20Center%20Software%20integrations||” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_color=”#ffffff” desc_font_color=”#ffffff”][/bsf-info-box]
[bsf-info-box icon=”Defaults-list-ul” icon_size=”32″ icon_color=”#ffffff” icon_style=”advanced” icon_color_bg=”” icon_border_style=”solid” icon_color_border=”#ffffff” icon_border_size=”1″ icon_border_radius=”0″ icon_border_spacing=”60″ title=”FEATURES” read_more=”box” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2F|title:Call%20Center%20Software%20Features||” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_color=”#ffffff” desc_font_color=”#ffffff”][/bsf-info-box]
[bsf-info-box icon=”Defaults-cloud” icon_size=”32″ icon_color=”#ffffff” icon_style=”advanced” icon_color_bg=”” icon_border_style=”solid” icon_color_border=”#ffffff” icon_border_size=”1″ icon_border_radius=”0″ icon_border_spacing=”60″ title=”CLOUD-BASED” read_more=”box” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcloud-call-center-software%2F|title:Cloud%20Call%20Center%20Software||” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_color=”#ffffff” desc_font_color=”#ffffff”][/bsf-info-box]
[bsf-info-box icon=”Defaults-trophy” icon_size=”32″ icon_color=”#ffffff” icon_style=”advanced” icon_color_bg=”” icon_border_style=”solid” icon_color_border=”#ffffff” icon_border_size=”1″ icon_border_radius=”0″ icon_border_spacing=”60″ title=”AWARDS” read_more=”box” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fbright-pattern-company%2Fawards-and-recognition%2F|title:awards||” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_color=”#ffffff” desc_font_color=”#ffffff”][/bsf-info-box]
[ultimate_heading main_heading=”WHY WAIT?” main_heading_color=”#ffffff” sub_heading_color=”#ffffff” spacer=”line_with_icon” spacer_position=”middle” line_height=”1″ line_color=”#ffffff” icon=”Defaults-desktop” icon_size=”” icon_color=”#ffffff” line_width=”200″ main_heading_style=”font-weight:bold;” spacer_margin=”margin-bottom:20px;” sub_heading_font_size=”desktop:18px;” sub_heading_line_height=”desktop:28px;”]

We are happy to answer questions, discuss specific workflows and requirements on a live presentation online, describe core benefits, or set up a pilot project to trial our applications without paying any license fees. Let Bright Pattern’s call center solution help you change the pattern of customer service

[/ultimate_heading][ult_buttons btn_title=”GET MORE INFO NOW” btn_link=”url:https%3A%2F%2Fwww.brightpattern.com%2Frequest-a-demo%2F|title:request%20a%20demo||” btn_align=”ubtn-center” btn_title_color=”#ffffff” btn_bg_color=”#ff9b05″ btn_hover=”ubtn-center-dg-bg” btn_bg_color_hover=”#ff9b05″ btn_title_color_hover=”#ffffff” icon=”Defaults-eye” icon_size=”32″ icon_color=”#ffffff” btn_icon_pos=”ubtn-sep-icon-right-push” btn_border_style=”solid” btn_color_border=”#ff9b05″ btn_color_border_hover=”#ff9b05″ btn_border_size=”2″ btn_radius=”0″ btn_font_size=”desktop:18px;”]