Service level in the call center: How does it impact utilization and costs?
Expert Lori Bocklund explains sevice level in the call center and its effect on utilization and costs.
For different service levels, for example, 90% of calls handled in less than 20 seconds, what percentage of price reduction can I expect? Also, what is a reasonable increase in utilization percentage?
You should run Erlang models of the current and possible service levels for your workload -- that will give you the number of agents required and the occupancy. You can calculate cost based on the number of agents required. If 90/20 is your current service level and you are a small to medium-sized call center, you should have a significant opportunity to create some savings, as that is a high service level that results in relatively high cost and low utilization.