As self-service channels continue to gain speed, new metrics are hitting the contact center scene to help gauge overall efficiency. The latest self-service metric to arrive is Level Zero Solvable (LZS). It provides a snapshot of the self-service portal’s success by measuring the percentage of occurrences when an agent resolves an issue that could’ve been solved by a customer accessing knowledge bases (KBs) and Frequently Asked Questions (FAQ) pages.
Having agents keep track of answers that could easily be supported by existing KBs or FAQs, highlights gaping holes in content and provides agents the opportunity to guide customers to answers on their own, thus limiting future inquiries. These results empower you to take a good, hard look at your current content, and determine how it can be revised for better usability as well as identify new, beneficial documentation that could amplify the impact of your self-service channel.
Planning, collecting and analyzing is the LZS name of the game
To capture the LZS, HDI, a customer-support-certification association recommends following these simple steps:
- Record a description of the problem, exactly the way the customer or prospect states it (this helps identify any nuances that may be common across the board).
- Search the KBs or FAQs for possible solutions for the customer.
- Assess the outcome and determine if the situation was LZS (could the problem have potentially been a self-service solution by beefing up the information contained within KBs or FAQs on your website?).
Once you’ve collected the data, the LZS percentage score is extremely easy to calculate—it’s the number of LZS calls divided by the total number of calls. For example, if three out of every 30 calls is determined to be LZS for a particular KB or FAQ, then that resource’s LZS score is 10 percent.
After evaluating this new, lesser-known metric, here are a few takeaways:
Possible positive outcomes:
- A recent Software Advice study found that key departmental performance metrics were 10 percent more likely to improve when using LZS, along with self-service.
- Informative KBs and FAQs may reduce Tier One support calls.
- Cut back on new agent training—freeing up more time for agents to learn faster and focus on bigger issues.
- Highlight weak points in KBs and FAQs—leading to the addition of more sought-after, helpful information and more search-friendly terms your customers are using.
- Promote user-friendliness by magnifying areas of improvement in existing content or the construction of your website.
- Ensure readiness of new content.
- Boost the overall productivity of customer service teams.
Other aspects to consider:
- Additional training for agents—must be able to search KBs and FAQs quickly and record incidents adequately.
- Another metric to keep track of.
- Not widely adopted yet.
- The right questions must be applied.
- Hasn’t been around long enough to realize the time commitment versus results.
- Getting the wording/user experience just right will continue to be an ongoing challenge.
Content will always be king
According to a Forrester survey, the use of help or FAQ pages for customer service increased from 67% in 2012 to 76% in 2014, which is all the more reason to make sure stale or missing content doesn’t interfere with your core resolution objectives. In today’s fast-paced, mobile-obsessed world, LZS could prove to be a powerful metric to add to your arsenal.
What’s your verdict—convinced this may be a new champion metric or still unsure if the time commitment/change in everyday routine is worth the hassle?