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It’s human nature to be impatient when in need of technical support or customer service. It doesn’t matter if customers are calling their bank, their cable company, or their company’s internal technical support department. They want a resolution to their problem or an answer to their question right then and there! Unfortunately, they are often met with barriers to quick resolution such as long speeds of answer due to understaffing or terribly complicated IVR logic that leads to behavior based on frustration including call abandonment.

Many service level agreements include targets for call abandonment, average speed of answer, and mean time to resolve. Although a low abandonment rate, speed of answer, and mean time to resolve are worthy objectives, many service delivery organizations go too far in trying to enforce aggressive service levels. Those who pursue this strategy typically believe that aggressive service levels are a prerequisite for achieving high customer satisfaction levels. The truth is that aggressive service levels will not necessarily lead to higher levels of customer satisfaction.

Learn how to set appropriate service level targets in this new MetricNet webcast! Additionally, Jeff Rumburg will define the most common service level metrics, reveal why service level targets are so important, and provide benchmarking ranges for the most common service level metrics.

Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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