Understanding SLA and Service Level Management
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Questions and Answers

What is the industry standard for Voice attrition?

  • 5% (correct)
  • 28%
  • 10%
  • 3%

    • How is the Occupancy calculated?

  • (Talk+hold+wrap) / (Talk+hold+wrap+unavailable time) * 100
  • (Talk+hold+wrap) / (Paid hours on-site) * 100
  • (Talk+hold+wrap) / (Talk+hold+wrap+avail time) * 100 (correct)
  • (Talk+hold+wrap) / (Production time) * 100

    • What is the formula for Utilization?

  • (Talk+hold+wrap+avail time) / (Paid hours on-site / Production time) * 100 (correct)
  • (Talk+hold+wrap) / (Talk+hold+wrap+unavailable time) * 100
  • (Talk+hold+wrap) / (Paid hours on-site) * 100
  • (Talk+hold+wrap) / (Production time) * 100

    • How is Attrition defined?

    <p>Total agents who left the organization for that month/total closed headcount</p> Signup and view all the answers

    Which activity helps ensure that teams are up to date with regard to product, policy & process?

    <p>Regular Training and Workshops</p> Signup and view all the answers

    Study Notes

    Service Level Agreement (SLA)

    • SLA stands for "Service Level Agreement," defining service expectations between a provider and a client.
    • Essential for establishing measurable performance criteria and accountability in service delivery.

    SLA Metrics

    • A common SLA metric is to handle 80% of calls within 40 seconds.
    • Meeting SLA metrics is crucial for customer satisfaction and operational efficiency.

    Maintaining SLAs

    • Staffing must align with volume forecasts to meet SLA requirements.
    • Proper staffing ensures that sufficient personnel are available to manage call volumes effectively.
    • Increasing utilization can help maintain service levels, especially with lower staffing.

    Utilization Strategies

    • Postponing offline activities, such as feedback sessions, can optimize staff availability.
    • Break slots should be limited; 30 minutes of break equates to a single interval.
    • There are 48 intervals over a 24-hour period to plan around.

    Shrinkage Target

    • Shrinkage targets consider planned and unplanned leaves.
    • A standard yearly schedule has 365 days with 52 weekends, resulting in approximately 261 working days (excluding offs).
    • Genpact allows up to 39 leaves per year, setting a shrinkage target between 12.46% to 14.94%.

    Shrinkage Formula

    • The shrinkage formula is calculated as:
      • Total number of leaves (planned + unplanned) / (total number of agents - total agents on weekly off).

    Current Shrinkage and Attrition

    • The current operational shrinkage target is between 8% and 10%.
    • Effective shrinkage reduction requires historical trend analysis to anticipate staffing needs.
    • Understanding attrition targets is vital for deploying resources effectively and maintaining service levels.

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    Description

    Learn about Service Level Agreement (SLA) and its significance in maintaining service standards. Explore the methods to maintain SLA, such as adequate staffing, forecasting, and utilization management.

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