50-60 WORD EACH Q1 Provide an example of a ‘contact-wait’ characteristic and ‘service level’ data Q2 Provide details of specific service level data you may need to collect Q3 What are historical service levels? Q4 In your own words explain what the following are: • Accurate contact-wait time • Abandonment rate • Customer survey data Q5 Why is it important to understand the characteristics of the historical contact-wait and abandon-time? Q6 What are the consideration factors when an organizational service level is compared to industry standard? Q7 Nominate the relevant stakeholders you may need to consult with concerning contact-wait characteristics and service levels? Q8 Identify business needs in relation to service levels Q9 Why must your organisation compare itself not just against the industry standard but also the market and your competitors? Q10 What are the main reasons for call abandonment other than being placed in a queue? Q11 What needs to be included your service level policy? Q12 What needs to be included in your contingency plan for loss of technology or facilities? Q13 Identify and document corresponding resource requirements? Q14 What elements need to be included in your service level plan you are seeking approval for from your senior management and stakeholders? Q15 What are the measurement capabilities of the existing technology? Q16 What are diagnostic measures to monitor service levels? Q17 Why do we collect and analyse service level data? Q18 How do we identify under-performing service level periods? Q19 How do you Analyse service level inputs and recommend corrections to maintain service levels? Q20 How will benchmarking the performance of your organisation against the industry standard and your competitors benefit your organisation?
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