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Why your Service Level performance really isn’t your Service Level performance

Why your Service Level performance really isn’t your Service Level performance?

Service Level Performance

In every organisation I visit, the primary metric being reported is Service Level performance. And when I say ‘Primary Metric’ what I mean is that this is the metric that everyone cares about the most.

This is especially true of Operations and Call Centres. Grade of Service, Average Speed of Answer or % Complete in SLA is all common measures. And all of these measures are telling us how quickly we did something.