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What is the best way to calculate the Call Center Service Level ?

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Question added by Ahmed Samir Khalil , Customer Service Manager , Cofe App
Date Posted: 2016/08/06
Maher Sadwan
by Maher Sadwan

The formula

Service level = [ Number of calls answered within the service level threshold] / [Number of calls offered] * 100

 

PIYUSH RUSTAGI
by PIYUSH RUSTAGI , Technical Consultant , TeleApps

Call Center Service Level is actually total number of calls answered within specified threshold time divided by the total number of calls answered and abandoned.

Good AHT will help in improving the SLA.

Hassan Dheby
by Hassan Dheby , Communications Engineer , NATCOM

The Number of Answered calls within the specified time. 

Mohammed Murtuza Ali
by Mohammed Murtuza Ali , Sr. Engineer , Tata Business Support Services

Boost inbound and outbound customer interaction

Sankhanil Banerjee
by Sankhanil Banerjee , Command Center Associate/Team Leader , CONVERGYS

Total number of calls answered/Total number of calls offered*100 gives Service Level %.

Moataz Eid Sayed  Ahmed
by Moataz Eid Sayed Ahmed , Head Of Operations , Kidzkit

Briefly, The best way to calculate the call center service level is 

1- AHT ( Average Handling time per call ) 

2- AWT ( Average Waiting time on queue ) 

3- ATT ( Average Talk Time per call ) 

4- ACW ( After Call Work ) 

5- Quality 

6- Agent Availability 

 

Yusuf Motagamwala
by Yusuf Motagamwala , IT Manager , Behbehani Motors Company

Best way to calculated the call center service level is time for which a call was on hold, Number of calls answered to call drop ratio. 

Abdulrahman El Wakel elwakel
by Abdulrahman El Wakel elwakel , Senior sales force Effectiveness specialist&sales admin supervisor , EG Medical Systems

Mystree call agent, who will give you the quality of service that customer recieves

Deleted user
by Deleted user , Entity , Cisco

collect data based on the number of calls that had a service level event within your predefined time period: The call is answered. The call is abandoned

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