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7 Benefits of Implementing Service Level Management

What is Service Level Management (SLM)? Is IT meeting the needs of your business? Can IT measure its performance versus agreed upon targets? Can IT measure supplier performance? If you answered “No” to these questions, it may be time to take a new approach to IT—one that can deliver a knockout punch to competitors. It’s called Service Level Management (SLM). And while it’s not perfect, SLM can pay for itself many times over in improved business results. Forester Research says SLM can help you cut IT costs nearly 30% while realizing value increases of from 10% to 15% in the first year alone. Pressure To Do More With Less Small and midsize businesses (SMB) face different IT challenges than large enterprises. […]

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Posted in SLA
standards

6 Warning Signs Your Contracting Deal Is Collapsing

A bad business relationship or contracting can cost you. That’s why smart managers develop early warning systems. They tell you when relationships start to sour. That way you can make changes before the relationship impacts the bottom line. That’s money no SMB can afford to lose. If you contract tech support and don’t have an early warning system, you should think about developing one. Tech support is a key driver of customer satisfaction. Sometimes, it’s the only contact a customer has with your business. When your relationship with your service provider sours, it can drag your reputation down and hurt customer satisfaction. Below are some warning signs that you can include in your early warning system. They’ll tell you when […]

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SLA Metrics

4 Absolutely Necessary Categories of SLA Metrics

How do you choose an SLA metrics  ? When you’re outsourcing tech support, it’s a challenging task. But your metrics drive an SLA’s success. They can serve as performance targets. They can motivate call agent behavior. And they can help you gauge a provider’s performance. Metrics can also help you answer a critical question: “Was outsourcing tech support worth it?” Choosing SLA Metrics One way to make choosing metrics easier is to complete the following three steps in order: 1. Group metrics into broad categories 2. Select the most appropriate metric(s) from each category 3. Combine them into a “balanced scorecard” for the project The first step is perhaps the most critical. Use the categories below to determine which metrics […]

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Posted in SLA
call center To Succeed

Companies Obsessed With Customer Service To Succeed In The Future

Customer retention is more critical to your business’s survival than you think. Its the key to succeed in today’s competitive environment. When MBNA halved its customer defection rate, it boosted profitability a whopping 125%. With so many options out there, companies that can’t retain customers won’t survive for long—no matter how innovative its products. Increasing customer retention by just 5%, can boost profitability by 75%, according to a study by CustomerThermometer. What’s more, repeat customers spend 33% more than new customers. That’ a win–win for everyone. Steps For Customer Service To Succeed: One way to retain customers is to provide outstanding customer service. Outsourcing tech support is one way to do this. It enables you to focus more resources on […]

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