- Service Level Calculation
- The formula and methodology for calculating service level in call centers and contact centers.
Service Level Calculation is the formula and methodology for calculating service level in call centers and contact centers. Understanding how to calculate service level is essential for workforce management, staffing decisions, and meeting operational targets.
The Service Level Formula
Basic Calculation: Service Level = (Calls Answered Within Threshold / Total Calls Offered) × 100
Key Components
Calls Answered Within Threshold: The number of calls that were answered by an agent within the specified time threshold (e.g., within 20 seconds).
Total Calls Offered: The total number of calls that entered the call center system, including: - Answered calls - Abandoned calls (calls that disconnected before being answered) - Calls still in queue at the end of the measurement period
Important Note: Abandoned calls are included in the denominator (Total Calls Offered) but NOT in the numerator (Calls Answered Within Threshold). This means abandoned calls negatively impact service level.
Example Calculation
Scenario: - Total calls offered: 1,000 - Calls answered within 20 seconds: 750 - Calls answered after 20 seconds: 150 - Abandoned calls: 100
Service Level = (750 / 1,000) × 100 = 75%
This means 75% of calls were answered within 20 seconds.
Common Service Level Targets
80/20 Rule: 80% of calls answered within 20 seconds - This is the most common standard in customer service - Service Level = (Calls answered in ≤20 seconds / Total calls) × 100
90/30 Rule: 90% of calls answered within 30 seconds - Common in sales or higher-priority operations - Service Level = (Calls answered in ≤30 seconds / Total calls) × 100
80/15 Rule: 80% of calls answered within 15 seconds - Used in high-priority customer service - Service Level = (Calls answered in ≤15 seconds / Total calls) × 100
Factors Affecting Service Level
Staffing Levels: More agents available = higher service level (more calls answered quickly)
Call Volume: Higher call volume = lower service level (if staffing doesn't increase proportionally)
Average Handle Time (AHT): Lower AHT = higher service level (agents handle more calls)
Schedule Adherence: Better adherence = higher service level (agents available when scheduled)
Forecast Accuracy: Accurate forecasting = better staffing = higher service level
How to Improve Service Level
Increase Staffing: Add more agents during peak periods to handle higher call volumes.
Improve Forecasting: Use accurate demand forecasting to ensure adequate staffing.
Optimize Scheduling: Create schedules that match forecasted demand patterns.
Improve Adherence: Ensure agents follow 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 understanding and properly calculating service level, organizations can optimize staffing, improve customer experience, and meet operational targets effectively.