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How to calculate service levels in call center settings

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 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).

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.


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