Schools:Call Center Metrics

Service level

Metric: Service level

Acronym: SL or SVL

Definition: Percentage of calls (X%) answered with in Y seconds.

Application:

  • Service level is generally measured for each time interval (e.g., half hour) and often reported on a daily, weekly, or monthly basis. Service level applies to a given queue, phone number, or group/skill set.
  • Generally expressed with notation such as "80/35" (for 80% in 35 seconds).

    Tips about using service level as a call center metric:

     Service level is a common method for measuring the service to a particular queue or call type. It is one of the most important measures of customer experience.
     Service level is a key target metric to use for performance and workforce planning.
     A typical target would be 80% of all calls answered within 20 seconds (although there are no standards; each center must determine its target SL based on many factors, including business goals and budget).

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