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How to calculate service levels in call center settings
Expert Lori Bocklund discusses factors that impact service levels in a call center.
Is there a formula I can use to come up with the percentage of calls our call center should be answering within a certain number of seconds?
Your question refers to call center service level, and there is no formula for defining service levels (although there are formulas for calculating service level in a call center).
Some of the factors that influence the "right" service level in a call center are:
- Business strategy
- Competition
- Customer expectations
- Alternative contact channels
- Cost
A great resource for more on defining service levels is Brad Cleveland's book, Call Center Management on Fast Forward.
This was last published in November 2007
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