Call Center Service Level Definition

What is a call center service level?

This is a percentage measurement of how well standards are being met for customer service. Some examples might be seconds to answer, handle time, and service up and downtime. In general, The Service Level KPI measures your ability to deliver the standard of service agreed upon in the Service Level Agreement (SLAs) provided to your customers. An SLA is your call center’s promise of maintaining a certain standard of service to your clients and customers and, typically speaking, the SLA will specify that your call center is committed to answering a set percentage of calls within a certain number of seconds, such as answering 75% of calls within 20 seconds.

It’s important to monitor service levels in real-time, as it provides an active barometer of your call center’s current performance. If the service level is fluctuating, you need to know about it immediately in order to solve the problem. Service level may be influenced by a range of issues, such as unexpectedly high call volume, unplanned service outages, or high agent absenteeism.

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