Here, I will explain you the basic definition of call center service level, which will help you more understand how the formula works.
Call center service level is defined as the level of calls being replied in a predefined time. SL (Service Level) as it is usually known is the most fundamental and basic parameter to track any call center service level performance standard.
If any call center company get a service level target like 90-40 or 80-20 or any similar value which is a combination of two figures. We should comprehend what this implies. When you get a service level target of 90-30 this means you are expected to answer 90% calls within 40 seconds, that is 90% calls offered on your call center should have a line time of fewer than 40 seconds, Similarly level of 80-20 would mean that 80% calls should be answered within 20 seconds.
Formula :
Call center Service Level = (Calls answered within said duration / Total calls offered * 100
For example :
If the total calls offered were 500 and the total calls answered within 15 seconds were 400 then the Service level would be:
Service Level = 400/500 * 100 = 80%
Call center service level is defined as the level of calls being replied in a predefined time. SL (Service Level) as it is usually known is the most fundamental and basic parameter to track any call center service level performance standard.
If any call center company get a service level target like 90-40 or 80-20 or any similar value which is a combination of two figures. We should comprehend what this implies. When you get a service level target of 90-30 this means you are expected to answer 90% calls within 40 seconds, that is 90% calls offered on your call center should have a line time of fewer than 40 seconds, Similarly level of 80-20 would mean that 80% calls should be answered within 20 seconds.
Formula :
Call center Service Level = (Calls answered within said duration / Total calls offered * 100
For example :
If the total calls offered were 500 and the total calls answered within 15 seconds were 400 then the Service level would be:
Service Level = 400/500 * 100 = 80%
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