Service Level Compliance Audit
Check actual performance against the targets you promise.
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Audit service levels. Targets such as first reply within four hours: [TARGETS]. Monthly results for six months: [MONTHLY_RESULTS]. Staffing and volume changes: [CHANGES]. Calculate compliance for each target and month as tickets within target divided by tickets handled, plus the trend. Check how the clock is measured (business hours or calendar hours), which tickets are excluded, and whether paused or reopened tickets distort the figures. Identify months where breaches cluster and likely causes. Return a table, a view of whether the targets are realistic given staffing, three options such as changing targets or resourcing, and a plain-language note for customers if promises need revising. Add a worked calculation: target first reply within 4 business hours; results by month: January 91 percent, February 88, March 79, April 83, May 90, June 92. March fell during a staffing gap of two agents for three weeks and a product launch. Check the clock: tickets arriving after hours are measured from the next morning, which flatters the figure; tickets paused awaiting customer reply are excluded, which is fair if clear. Estimated staffing needed: 600 tickets a month at 12 minutes each is 120 hours, requiring about 4.3 people at 28 productive hours a week. Provide three options: restore staffing, change the target to 8 hours for low priority, or add automation for simple queries. Add a closing step: publish achieved service levels internally each month so the team sees progress and problems early. Close with a short summary table for managers listing each target, the six-month average compliance with the arithmetic, the main cause of misses and the decision taken: keep the target, change it, or add resources. Explain the decision in plain language and record the date it takes effect. Include a note that targets should be reviewed whenever staffing, volume or channels change, and that customers should be told honestly if a published promise is revised.
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Invented first-reply target within four business hours. Monthly compliance: Jan 91 percent, Feb 88, Mar 79, Apr 83, May 90, Jun 92. Average = (91 + 88 + 79 + 83 + 90 + 92) / 6 = 523 / 6 = 87.2 percent. March dip: two agents absent for three weeks and a product launch. Clock check: tickets arriving after hours start the clock next morning, which flatters results. Staffing: 600 tickets x 12 minutes = 120 hours; at 28 productive hours per person per week that needs about 4.3 people (120 / 28).
Illustrative only, made-up data. Your results will differ and must be reviewed.