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?
Some of the factors that influence the "right" service level in a call center are:
- Business strategy
- Customer expectations
- Alternative contact channels
A great resource for more on defining service levels is Brad Cleveland's book, Call Center Management on Fast Forward.
Dig Deeper on Call center manager
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.