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How to define service level in the call center

Lori Bocklund EXPERT RESPONSE FROM: Lori Bocklund

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QUESTION POSED ON: 25 November 2007
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?

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EXPERT RESPONSE
Your question refers to service level, and there is no formula for defining the service level (although there are formulas for calculating service level).

Some of the factors that influence the "right" service level for a given center are:

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

    A great resource to read more about setting service level is Brad Cleveland's book, Call Center Management on Fast Forward.


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