What is Call Center Service Level?

A service level agreement (SLA) gives a measure of overall call handling performance that helps management make decisions based on an agreed upon standard. Service level measures the percentage of how many calls are answered within a certain number of seconds. This figure is not limited to calls; it can also include any type of inbound interaction, such as chats.

Since every call center is different, there is no industry standard for service level. However, a common service level goal would be 80% of calls answered within 30 seconds or less. When this target is met it leads to a greater customer experience and appropriate staffing levels.

So how do you find the service level of your contact center?

If your service level target is a certain percentage in less than 30 seconds, start by looking at the total number of calls that were taken in less than 30 seconds. Then, divide that number by the total number of handled calls during your designated time period. This could be over the past few days, weeks, months, or years or in a specific 15-minute interval. Finally, compare your percentage with your target goals to see if you are meeting your ideal service level.

Reaching your call center’s service level can help improve customer satisfaction by meeting their needs quickly. It can also help managers like yourself evaluate the customer journey, look for any issues and measure the success of your contact center.

Listen to Dave Hoekstra on the Calabrio Shorts podcast to learn more about what service level is and how it can help your employees and customers!