02 — Capability · BC-450.50
Service Operations & Quality
Staff the channels to the demand, check that agents handle customers well, recover the ones the organization let down, and report service performance in terms the business understands.
- Contact Center Operations
- Workforce Management
- Service Quality
In scope
- Forecasting contact volume and scheduling agents
- Quality monitoring and agent coaching
- Complaint and service recovery handling
- Service performance reporting
Out of scope
- Hiring and compensating agents (see BC-320 and BC-350)
- Experience measurement across the whole journey (see BC-460)
Realized by · 1
Used in · 0
- Not yet placed on a value stream.
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 4
- BC-450.50.10Workforce SchedulingForecast contact volume by channel and interval, and schedule agents and skills to meet service levels without paying for idle time.
- BC-450.50.20Quality Monitoring & CoachingReview a sample of interactions against a scorecard, coach agents on what the review found, and track whether the coaching worked.
- BC-450.50.30Complaint & Service RecoveryHandle formal complaints and service failures with a defined owner, remedy and timeline, and learn from each why the failure happened.
- BC-450.50.40Service Performance ReportingReport volumes, service level attainment, resolution rates, cost per contact and customer satisfaction by channel and reason, with trends.