Does anyone at present use any of the BT Network statistics to include in their Service Level agreement?

I have never seen this data used before in an SLA calculation. Usually the Service Level agreement is measured from when the calls hit the ACD, this is after the call has been delivered from the BT Network.

The account I am currently working on are asking for the following and say this is industry standard:

Calls received must include all attempts to contact us (inc. engaged tones and “please call back” type messages).

The calls answered measure should be captured as an overall measure to indicate where a customer did not speak to an advisor. This is regardless of whether the customer abandoned the call, whether we terminated the call after giving a message, or the customer received an engaged tone.

The measure will then be broken down into:

• a measure of customers abandoning calls (as currently). The existing service level of 95% applies.

• a measure of us abandoning the call after the automated message. The aspirational service level is that zero customers will be abandoned by us, except in exceptional circumstances as outlined above.

• a measure of attempts to contact us resulting in an engaged tone, Ring Tone No Reply and Other treatment being received by the caller.

(Source Data: BT Inbound Architect) The aspirational service level received should be zero, ie no customer should receive an engaged tone.

Richard.

Oh you poor (insert sympathetic statement of your choice here). Do they still do Valium on the NHS?


I must admit I've never had a client want THAT level of info :-) No it's NOT industry standard :-)

You'll be needing the BT service view reports, the interesting bit ( and hard bit)is tracking down WHICH particular report you need.

I'd suggest comparing the linkline to the terminating DDI then again at pre and post menu CDN / DNIS level.

You're going to get problems however if you've got front end CDN's feeding into singular back / post menu ones.

I've got a couple of ideas if you can post the DDI-CDN-Menu routing here I'll have a play.

You've got a hard job however, my first point would get your BT rep or someone off of their business services team in to talk you through what's available.

Have fun.

DaveA



You also have a 'Voice Mail'. Check the icon on the top right.

I have just had to do a similar exercise. Hopefully only a one off. We just had a rather large increase in the number of calls. Normall we handle between 2 and 3 thousand a day, during the busy period this goes up to 5k. We can handle that. Now for a few days in March, after a well worded reminder letter, there was 70k call attempts, of which we managed to take 5k. Leaving 65k engaged tones. I've been tasked to identify the number of repeat calls in the engaged. Ho Hum.

Dave,

Thanks for the response. I already have access to the BT Inbound Architect Stats and have the BT Inbound Analyst tool that enables me to manipulate the Enhanced Raw Call Data.

I am really just trying to understand whether anyone else has adopted this approach, I was convinced not and was 99.9% sure this was not industry standard.

I'm in the process of documenting a formal response to our client, and obviously the more information I can get the better.

I can't see how you can use the BT stats in this way as there are hundreds of reasons why a call is classed as an ineffective call, (i.e. not delivered to the ACD).


Thanks

Richard

Richard,
I worked with IB architect and the reporting functions that BT offer, We only used this to monitor call volumes releative to marketing campaigns, but not as any form of SLA reporting. There are in fact about 150 reasons why a call is clasified as ineffective by BT and they probably won't make any sense to you if you saw them ( they include reasons that calls are lost between the caller and your switch not due to customer interaction, hang ups etc)

Also i found it difficult to find any BT advisors that were capable of answering any queries i had with the system as most of them knew less than me!!

I know this isn't directly related to your issue, But thought from a SLA reporting point of view i wouldn't trust the figures

Scott

Sounds risky, would suggest qualifying out!!

HeHe

A previous client of mine wanted reports to include data from the network side as they needed to ensure they could see everything that was happening. Whilst it didn't form part of the main SLA, it was monitored on a regular basis and was discussed at account meetings. It was understood by all that the reason for non delivery might be our fault, or it might be out of our control. Having this information available meant that this could be talked about - and we could see how to make the process better for customers (Which is out business - after all) regardless of fault.

If implemented in a re-usable fashion this could prove a very useful USP for an outsourcer like Capita.

Because the client in question was very valuable to us, I had a custom reporting suite constructed to pull the data from the required location into daily/weekly/monthly reports. You can get this data from BT as a CSV, however one of the network providers could not supply in a suitable format. For this, we wrote a data capture application and one of the call centre agents entered the data manually every day before the reports were run.

Once you've got around the fear of providing such information, and the headache of getting the cyclical reports in place, it's fantastic to see the MI working smoothly day in, day out.

Feel free to give me a call/PM/email if you'd like to discuss further.

Regards,
Darryl

Hi All,

Can any one help me out in calculating SL (Service Level). And also let me know that whats the basic difference between Staff Utilization and Occupancy.

Are they both same???

And if noth then how they are calculated.......!!!!!

With Regards,

Uttam SenGupta
(New Delhi)
Mobile # 0091-9868309607

Just out of curiosity, and possible a sense of Schadenfreude,
how are you getting on with this?

Have Fun

DaveA