Impact of System Downtime to Service Levels

Answer QuestionsCategory: Customer ServiceImpact of System Downtime to Service Levels
Anonymous asked 9 years ago

Good Day,

I work in a call centre and a call centre relies heavily on technology and systems. Whenever a critical system goes offline it would either entail the agents having to fallback to time consuming manual processes or customers not being able to utilize our self service systems and opt to speak to one of our agents. Both situations leads to a deterioration of our service level in a short period of time.

My superiors have tasked me to come up with a scorecard to measure the impact of system disruptions on our service levels which should be presented once a month. I thank you in advance for any assistance and ideas shared on how to best table a KPI or scorecard to measure these interruptions.

Best Regards

admin Staff replied 9 years ago

It looks like you need to have a scorecard with risk indicators. Each risk indicator should actually be linked to the two metrics: probability (what’s the change of downtime) and impact (for example overwork hours or something else). We discussed this in the details here:

If you going to use BSC Designer software then I’d recommend to map a big picture of the processes you have and what happens if your system experience downtime.

KPIs or Strategy – which comes first?

Start free wizard to create your strategy map Ideally, you need to have a strategy before start thinking about KPIs. How to create a good strategy? It's tricky and will require your expertise:
  • You will need to understand what your customers want and
  • How to give them what they want in the most effective way.
  • You will need to think about your competitors and, for sure, about your team.
Sounds like something complex? Not at all! Use this free Strategy Map Wizard and you will have your strategy map in 6 minutes.

10-Step System to Find Tailor-Made Key Performance Indicators


Examples of KPIs

It is easier to get started with KPIs when you have some good examples to follow. Find here examples of KPIs for various domains.

Winning KPI Crash Course

premium-bsc-training Even the best KPIs won't change anything if they are not properly aligned with a business context, if a company's strategy is not well defined, if there is no clear understanding about what the company is measuring and way...

Check out a "crash-course" for the Balanced Scorecard and KPIs.

Find us on Google Plus