{"id":231674,"date":"2016-11-07T12:15:08","date_gmt":"2016-11-07T11:15:08","guid":{"rendered":"https:\/\/virtualq.io\/news\/service-level-sbscom\/"},"modified":"2023-08-22T13:21:09","modified_gmt":"2023-08-22T11:21:09","slug":"service-level-sbscom","status":"publish","type":"post","link":"https:\/\/virtualq.io\/en\/news\/service-level-sbscom\/","title":{"rendered":"The service level at the SBSCOM Service Center"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"231674\" class=\"elementor elementor-231674 elementor-3166\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-10217abc elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"10217abc\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1cc54d09\" data-id=\"1cc54d09\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7d20770 elementor-widget elementor-widget-image\" data-id=\"7d20770\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"423\" src=\"https:\/\/virtualq.io\/wp-content\/uploads\/2016\/11\/Das-Service-Level-im-SBSCOM-Service-Center-1024x541.png\" class=\"attachment-large size-large wp-image-230980\" alt=\"\" srcset=\"https:\/\/virtualq.io\/wp-content\/uploads\/2016\/11\/Das-Service-Level-im-SBSCOM-Service-Center-1024x541.png 1024w, https:\/\/virtualq.io\/wp-content\/uploads\/2016\/11\/Das-Service-Level-im-SBSCOM-Service-Center-300x159.png 300w, https:\/\/virtualq.io\/wp-content\/uploads\/2016\/11\/Das-Service-Level-im-SBSCOM-Service-Center-768x406.png 768w, https:\/\/virtualq.io\/wp-content\/uploads\/2016\/11\/Das-Service-Level-im-SBSCOM-Service-Center.png 1200w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5e3dcd9d elementor-widget elementor-widget-text-editor\" data-id=\"5e3dcd9d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Time and again, you hear the number 80\/20 when it comes to an ideal service level. Why this target value is used often remains unclear. <\/span><i><span style=\"font-weight: 400;\">&#8220;That&#8217;s just the way it&#8217;s always been done&#8221;<\/span><\/i><span style=\"font-weight: 400;\"> or<\/span><i><span style=\"font-weight: 400;\">&#8220;it&#8217;s the common industry standard&#8221;<\/span><\/i><span style=\"font-weight: 400;\"> are unsatisfactory but frequent responses. However, it is worth reconsidering the 80\/20 rule. What this leads to, <\/span><span style=\"font-weight: 400;\">is demonstrated by our Best Practice Case at the SBSCOM Service Center. Learn how <\/span><a href=\"https:\/\/www.sbscom.de\/#home-3\"><span style=\"font-weight: 400;\">SBSCOM<\/span><\/a><span style=\"font-weight: 400;\"> made the leap into the 21st century, leaving 80\/20 behind.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"> <\/span><\/p>\n<h4><span style=\"font-weight: 400;\">80\/20 vs. average waiting time<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">This service level is familiar to anyone who works in the <\/span><a href=\"https:\/\/www.customercontactcentral.com\/service-level\/\"><span style=\"font-weight: 400;\">contact center industry<\/span><\/a><span style=\"font-weight: 400;\"> . It sets the percentage of answered calls (e.g. 80%) in relation to a given time (e.g. 20 seconds). This<\/span><a href=\"http:\/\/localhost\/virtualq-old\/kundenzufriedenheit_kundenbindung\/\"><span style=\"font-weight: 400;\"> key figure<\/span><\/a><span style=\"font-weight: 400;\"> provides information about the service quality of a contact center. Yet, this metric fails to answer the question of exactly what happens to the remaining 20% of callers. <\/span><span style=\"font-weight: 400;\">Do they have to wait 1 minute or even 10 minutes? 80\/20 leaves us in the dark on such issues.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The average waiting time helps here. In contrast to a service level, this metric includes all callers. The total waiting time divided by the total number of callers speaks plain language: the greater the difference between the average waiting time and the service level time interval, the longer the remaining 20%, who are not included in the service level, have to spend waiting.<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">80\/20: a relic from the 80s<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">This service level was established in a study conducted by <a href=\"https:\/\/www.att.com\/\" target=\"_blank\" rel=\"noopener\">AT&amp;T<\/a> in the 1980s. This was way before the days of IVRs or music on hold. If someone called somewhere, be it a family member or a contact center, they would let it ring three or four times. This took about 20 seconds. At the same time, in the 1980s, it was considered sufficient if 80% of customer inquiries were answered. Of course, this attitude is no longer in line with the times, especially since the user experience is now considered a decisive success factor for companies and every call that is not answered means wasted money.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In 2016, we can confidently say that the 80\/20 service level no longer meets today&#8217;s requirements. And it doesn&#8217;t have to. With the latest software solutions, service levels can be increased without the need for more staff. The Swiss company <a href=\"https:\/\/www.sbscom.de\/#home-3\" target=\"_blank\" rel=\"noopener\">SBSCOM<\/a> (leading full-service provider in the field of employee benefit programs) has thus succeeded in raising its service level thanks to <\/span><span style=\"font-weight: 400;\">virtual queueing (<a href=\"https:\/\/virtualq.io\/?page_id=1039\" target=\"_blank\" rel=\"noopener\">virtualQ<\/a>)<\/span><span style=\"font-weight: 400;\">, by a double-digit percentage.<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Service level beyond 80\/20<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Find out how SBSCOM managed to fulfill this service dream on Tuesday, the 22nd of November from the virtualQ webinar: &#8220;<a href=\"https:\/\/vimeo.com\/184525973\/a89c02f41e?share=copy\" target=\"_blank\" rel=\"noopener\">Service Level reloaded &#8211; 80\/20 was a thing of the past<\/a>&#8220;. We are joining the SBSCOM customer center live! In addition to a live demo and a look at technical aspects, you will gain insights into the key figures and results that SBSCOM has already been able to achieve using virtualQ. The webinar is aimed at service representatives in contact centers and decision-makers in companies who are interested in innovations in the field of service excellence.<\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Witness a revolution in the service levels! SBSCOM is the leading full-service provider of employee benefits programs and together with virtualQ, they have developed a breakthrough solution to increase their service levels!<\/p>\n","protected":false},"author":101,"featured_media":230980,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[49],"tags":[],"favorite":[],"class_list":["post-231674","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Service Level im SBSCOM Service Center - Behind the scenes<\/title>\n<meta name=\"description\" content=\"Service Level 80\/20 ist veraltet! Erfahren Sie wie moderner Kundenservice aussehen kann, schauen Sie live hinter die Kulissen eines Service-Centers!\" \/>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Omni-Channel Customer Service richtig gemacht\" \/>\n<meta property=\"og:description\" content=\"Egal ob Web, App oder Telefonie, virtualQ\u00ae bietet Omni-Channel Customer Service vom Feinsten!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/virtualq.io\/en\/news\/service-level-sbscom\/\" \/>\n<meta property=\"og:site_name\" content=\"virtualq.io\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/virtualqapp\/\" \/>\n<meta property=\"article:published_time\" content=\"2016-11-07T11:15:08+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-08-22T11:21:09+00:00\" \/>\n<meta name=\"author\" content=\"katja\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/virtualq.io\/wp-content\/uploads\/2016\/11\/Das-Service-Level-im-SBSCOM-Service-Center.png\" \/>\n<meta name=\"twitter:creator\" content=\"@virtualqapp\" \/>\n<meta name=\"twitter:site\" content=\"@virtualqapp\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"katja\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/virtualq.io\/en\/news\/service-level-sbscom\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/virtualq.io\/en\/news\/service-level-sbscom\/\"},\"author\":{\"name\":\"katja\",\"@id\":\"https:\/\/virtualq.io\/#\/schema\/person\/b998c8299509498217fed3dde752652a\"},\"headline\":\"The service level at the SBSCOM Service Center\",\"datePublished\":\"2016-11-07T11:15:08+00:00\",\"dateModified\":\"2023-08-22T11:21:09+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/virtualq.io\/en\/news\/service-level-sbscom\/\"},\"wordCount\":512,\"publisher\":{\"@id\":\"https:\/\/virtualq.io\/#organization\"},\"image\":{\"@id\":\"https:\/\/virtualq.io\/en\/news\/service-level-sbscom\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/virtualq.io\/wp-content\/uploads\/2016\/11\/Das-Service-Level-im-SBSCOM-Service-Center.png\",\"articleSection\":[\"News\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/virtualq.io\/en\/news\/service-level-sbscom\/\",\"url\":\"https:\/\/virtualq.io\/en\/news\/service-level-sbscom\/\",\"name\":\"Service Level im SBSCOM Service Center - Behind the scenes\",\"isPartOf\":{\"@id\":\"https:\/\/virtualq.io\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/virtualq.io\/en\/news\/service-level-sbscom\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/virtualq.io\/en\/news\/service-level-sbscom\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/virtualq.io\/wp-content\/uploads\/2016\/11\/Das-Service-Level-im-SBSCOM-Service-Center.png\",\"datePublished\":\"2016-11-07T11:15:08+00:00\",\"dateModified\":\"2023-08-22T11:21:09+00:00\",\"description\":\"Service Level 80\/20 ist veraltet! 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