How to calculate service levels in call center settings
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Is there a formula I can use to come up with the percentage of calls our call center should be answering within a certain number of seconds?
Your question refers to call center service level, and there is no formula for defining service levels (although there are formulas for calculating service level in a call center).
Business strategy
Competition
Customer expectations
Alternative contact channels
Cost
Some of the factors that influence the "right" service level in a call center are:
A great resource for more on defining service levels is Brad Cleveland's book, Call Center Management on Fast Forward.
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