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The abuse of SLA hold in contact centers carries great risk to the management.
This abuse of SLA hold can lead to negative consequences such as poor customer satisfaction, decreased efficiency, compliance issues and potential contract termination.
To address this problem, contact centers can implement a system for tracking and monitoring the use of SLA hold, set clear guidelines for its use, provide training to agents, and consider using an automated system for tracking and managing SLA compliance. Other strategies for addressing the problem include setting clear SLA targets and expectations with customers, providing regular updates on ticket status, and implementing processes to ensure that tickets are promptly addressed and resolved. By taking a proactive and holistic approach, contact centers can minimize the risk of abuse and improve the overall customer experience.

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Placing the ticket on SLA hold to stop the SLA clock in the contact center can create a number of issues. First, it can lead to inaccurate and inconsistent tracking of SLA compliance, as the clock will not be running while the ticket is on hold. This can make it difficult for contact centers to accurately measure their performance against SLA targets, and can result in incorrect reporting or analysis of SLA data. Second, placing the ticket SLA hold can create confusion or frustration for customers whose tickets are on hold, as they may not understand why their tickets are not being counted towards the SLA. This can lead to dissatisfaction and may damage the reputation of the contact center and the business it represents. Finally, placing the ticket SLA hold can create additional workload for agents, as they may need to manually restart the clock after the ticket has been removed from hold. Overall, using SLA hold to stop the clock can create a variety of issues, and contact centers may want to consider alternative strategies for managing SLA compliance.

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What is SLA Hold and why is it important?

SLA hold is a feature that allows contact centers to pause or stop the clock on their Service Level Agreement (SLA) while a customer is on hold. This can be useful in situations where the SLA clock would continue to run while the customer is on hold, resulting in the contact center potentially not meeting their SLA targets. By using SLA hold, contact centers can ensure that their SLA compliance is accurately measured and reported. However, using SLA hold can also create a number of issues, such as inaccurate tracking of SLA compliance and confusion or frustration for customers who are on hold. Overall, SLA hold can be a useful tool for managing SLA compliance, but it should be used carefully and with consideration of its potential drawbacks.

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In what cases is SLA Hold ok to use?

It is generally only appropriate to place a ticket on SLA hold in cases where the SLA clock would continue to run while the ticket is on hold, resulting in the contact center potentially not meeting their SLA targets. For example, if a contact center has an SLA target of resolving tickets within a certain time frame, and a customer's ticket is placed on hold for more than that time frame, using SLA hold can prevent the contact center from not meeting their SLA target. In this case, using SLA hold can be beneficial, as it can help the contact center accurately track and report their SLA compliance. However, it is important for contact centers to carefully consider the potential drawbacks of using SLA hold, and to use it only in appropriate cases where it can provide a clear benefit.

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  • Client not available to continue working on the issue and requests a callback at a later time
  • The ticket needs to be transferred to client owned support group
  • The ticket needs to be transferred to a vendor
  • A part is needed to resolve the issue

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What are some ways that contact centers can improve the usage of putting tickets on SLA hold?

There are several ways that contact centers can improve the usage of putting tickets on SLA hold to ensure that it is used effectively and efficiently. Some potential strategies include:

  1. Providing comprehensive training and support for agents: By ensuring that agents have the skills and knowledge they need to properly use SLA hold, contact centers can improve the quality and consistency of their SLA tracking.
  2. Establishing clear guidelines and standards for SLA hold usage: By setting clear expectations for when and how SLA hold should be used, contact centers can improve the consistency and accuracy of their SLA tracking.
  3. Regularly monitoring and analyzing SLA hold data: By regularly tracking and analyzing SLA hold data, contact centers can identify areas where they can improve their processes and systems to better serve their customers.
  4. Developing alternative strategies for managing SLA compliance: In addition to using SLA hold, contact centers can explore other strategies for managing SLA compliance, such as improving call routing or increasing agent availability.

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One potential solution to these issues is to use a different approach to managing SLA compliance in the contact center. This could involve using an automated system that accurately tracks SLA compliance in real-time, without the need for manual intervention or the use of SLA hold. This could involve using a system that automatically pauses the SLA clock when a ticket is moved to certain categories or statuses, such as "on hold" or "awaiting customer response," and resumes the clock when the ticket is moved back to an active status. This approach would allow contact centers to accurately track SLA compliance and avoid the issues associated with using SLA hold, while also providing a more seamless and transparent experience for customers. Other potential strategies for managing SLA compliance in the contact center could include setting clear SLA targets and expectations with customers, providing regular updates on ticket status and progress, and implementing processes to ensure that tickets are promptly addressed and resolved.

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Overall, improving the usage of SLA hold requires a combination of training, clear guidelines, regular monitoring and analysis, and the development of alternative strategies to ensure that it is used effectively and efficiently.

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How can tracking SLA hold usage help contact centers ensure that their agents are working effectively and efficiently?

Tracking SLA hold usage can help contact centers ensure that their agents are working effectively and efficiently by providing them with data and insights that can be used to identify areas for improvement. For example, if a contact center notices that their agents are not using SLA hold appropriately, they can provide additional training or support to help improve the quality and consistency of their SLA tracking. Additionally, tracking SLA hold usage can help contact centers identify potential training or support needs for their agents, which can help improve their performance and efficiency. By using the data collected from SLA hold tracking, contact centers can make informed decisions about how to optimize their processes and systems to better support their agents and serve their customers.

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What are some risks to the contact center from agents abusing the usage of SLA Hold to make the SLAs?

If agents abuse the usage of SLA hold to make the SLAs, it can create a number of risks for the contact center. First, it can lead to inaccurate and inconsistent tracking of SLA compliance, as the clock will not be running while the customer is on hold unless the agent manually restarts it. This can make it difficult for contact centers to accurately measure their performance against SLA targets, and can result in incorrect reporting or analysis of SLA data. Second, abuse of SLA hold can create confusion or frustration for customers who are on hold, as they may not understand why their call is not being counted towards the SLA. This can lead to dissatisfaction and may damage the reputation of the contact center and the business it represents. Third, abuse of SLA hold can create additional workload for agents, as they may need to manually restart the clock after the customer has been removed from hold. Finally, abuse of SLA hold can result in penalties or other negative consequences for the contact center if they are not meeting their SLA targets. Overall, the risks of agents abusing SLA hold can be significant, and contact centers should take steps to prevent and address this issue.

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Why might some agents abuse usage of SLA Hold to make the SLAs?

There are a variety of reasons why some agents might abuse the usage of SLA hold. Some potential reasons include:

  1. Pressure to meet SLA targets: If agents are under pressure to meet SLA targets, they may be motivated to use SLA hold to artificially improve their compliance rates.
  2. Lack of clear guidelines or training: If agents are not provided with clear guidelines or training on the appropriate use of SLA hold, they may not understand the risks and consequences of abusing it.
  3. High workload or call volume: Agents who handle a high volume of calls or complex inquiries may be more likely to abuse SLA hold to manage their workload and ensure that they meet SLA targets.
  4. Personal factors: Individual differences in factors such as motivation or attention to detail can also affect an agent's decision to abuse SLA hold.

Overall, there are many potential reasons why some agents may abuse SLA hold, and contact centers may need to consider these factors when evaluating and addressing any issues with its usage.

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Abusing SLA hold, or using it in a way that is not consistent with its intended purpose, can create a number of negative consequences for the contact center and its agents. First, it can lead to inaccurate and inconsistent tracking of SLA compliance, which can make it difficult for contact centers to accurately measure their performance and make informed decisions about how to improve their processes and systems. Second, abuse of SLA hold can create confusion or frustration for customers, which can damage the reputation of the contact center and the business it represents. Third, abuse of SLA hold can create additional workload for agents, who may need to manually restart the clock after the customer has been removed from hold. Finally, abuse of SLA hold can result in penalties or other negative consequences for the contact center if they are not meeting their SLA targets. Overall, abusing SLA hold is not recommended, as it can create a variety of negative consequences for the contact center and its agents.

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To address the problem of abusing SLA hold, contact centers may want to consider implementing a system for tracking and monitoring the use of SLA hold. This could involve setting clear guidelines for when and how SLA hold should be used, and providing training to agents on how to use it correctly. Additionally, the contact center could consider using an automated system for tracking and managing SLA compliance, which would allow them to accurately measure their performance against SLA targets and avoid the need for manual intervention or the use of SLA hold. Other potential strategies for addressing the problem of abusing SLA hold could include setting clear SLA targets and expectations with customers, providing regular updates on ticket status and progress, and implementing processes to ensure that tickets are promptly addressed and resolved. By taking a proactive and holistic approach to managing SLA compliance, contact centers can minimize the risk of abuse and negative consequences and improve the overall customer experience.

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Exercise: What elements of the Operational Management Framework do you think have an impact on SLA Hold Usage?

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