Schools:Call Center Metrics

Service level

Measuring service level in the call center: Expert advice <<previous|next>> :Service level in the call center: How does it impact utilization and costs?

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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

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calculating service level in a call center).

Some of the factors that influence the "right" service level in a call center are:

  • Business strategy
  • Competition
  • Customer expectations
  • Alternative contact channels
  • Cost

    A great resource for more on defining service levels is Brad Cleveland's book, Call Center Management on Fast Forward.