- Service Level
- A call center performance metric measuring the percentage of calls answered within a specified time threshold.
Service Level is a call center performance metric measuring the percentage of calls answered within a specified time threshold. It's one of the most important metrics for measuring call center performance and customer experience quality.
How Service Level Works
The Standard: Service level is typically expressed as "X/Y" format, where: - X = Percentage of calls to be answered - Y = Time threshold in seconds
Common Examples: - 80/20: 80% of calls answered within 20 seconds - 90/30: 90% of calls answered within 30 seconds - 80/15: 80% of calls answered within 15 seconds
Calculation: Service Level = (Calls Answered Within Threshold / Total Calls Offered) × 100
Only calls that are answered count toward service level. Abandoned calls are excluded from the calculation.
Why Service Level Matters
Customer Experience: Service level directly impacts customer wait times and satisfaction. Higher service levels mean faster answer times.
Operational Standard: Service level serves as a key performance indicator and operational standard for call center operations.
SLA Compliance: Many organizations commit to specific service levels in service level agreements (SLAs) with customers or stakeholders.
Resource Planning: Service level targets drive staffing and resource planning decisions.
Industry Benchmarking: Service level enables comparison with industry standards and best practices.
Typical Service Level Targets
Industry Standards: - Customer service: 80/20 (80% answered in 20 seconds) - Sales: 80/15 or 90/20 - Technical support: 80/30 or 80/60 - Emergency services: 95/10 or higher
Factors Affecting Service Level
Staffing Levels: Adequate staffing relative to call volume is critical for achieving service level targets.
Forecast Accuracy: Accurate demand forecasting enables proper staffing to meet service level goals.
Schedule Adherence: Agents following schedules ensures planned staffing levels are maintained.
Average Handle Time: Lower AHT enables agents to handle more calls, improving service level achievement.
Call Routing: Efficient routing distributes calls effectively and supports service level achievement.
Improving Service Level
Accurate Forecasting: Improve demand forecasting to enable proper staffing levels.
Optimize Scheduling: Create schedules that match forecasted demand patterns.
Improve Adherence: Ensure agents adhere to schedules and are available when needed.
Reduce Handle Time: Optimize processes and provide tools to reduce average handle time.
Efficient Routing: Use intelligent routing to distribute calls effectively.
Real-Time Management: Monitor performance in real-time and make adjustments as needed.
Best Practices
Set Realistic Targets: Establish service level targets based on industry standards, customer expectations, and business requirements.
Monitor Continuously: Track service level in real-time to identify issues and make adjustments promptly.
Balance with Quality: Ensure service level achievement doesn't compromise interaction quality or customer satisfaction.
Use Technology: Leverage WFM tools, real-time management systems, and analytics to optimize service level.
Regular Review: Continuously review service level performance and adjust strategies as needed.
By focusing on service level achievement, organizations can improve customer experience, meet operational standards, and optimize call center performance.