思考接下来的步骤和潜在的变化

[seoofficial2723]

但如果 80/20 规则不起作用，我的完美服务水平目标是什么？

降低要求

提高服务水平目标

更快、更省力地满足您的服务水平目标的一些技巧

建立一支强大的团队

消除不必要的请求

将服务水平率与其他指标进行比较并在协作中使用它们

使用真正的定性工具



让我们用公式在实际样本上计算一下。越南电话号码 假设您在一小时内接到 1000 个电话，并且接听的截止时间是 20 秒。

在这 1000 个呼叫中，您有： 500 个呼叫被应答，其中 350 个呼叫在截止日期内被应答，50 个呼叫被放弃。

这里我们得到公式：

服务水平=（截止时间前接听的总电话数/已接听的电话总数+放弃的电话）* 100%

所以，我们得到： 350/550 * 100% = 63,6%

如果要忽略放弃的呼叫，只需不要将它们包含在公式中即可。如果我们谈论使用放弃的呼叫对服务水平产生积极影响，我们必须将它们分为两组：在截止日期之前放弃和结束后放弃。如果我们考虑到 50 个被放弃的最后期限，其中 20 个是在 20 秒内被放弃的，30 个是在更长的时间内被放弃的，那么情况就是这样的。




所以，这是公式：

服务水平=（截止时间前应答的总呼叫数+截止时间内放弃的呼叫数/所有应答的呼叫数+所有放弃的呼叫数）*100%

我们得到什么？ 350+20/500+50 = 370/550 = 67.3%



当您的服务水平分数显示在屏幕上，并且您清楚地知道您的服务水平目标时，就该考虑实现预期率的策略和未来行动了。

首先要做什么？

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