Call Center Service Level: Why Is It Important?

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Call center service level monitoring is one of the best ways to gauge the performance of your contact center. No matter what industry you work in, having a familiarity with your business’s key metrics will help you perform at your best. In the contact center industry, however, monitoring these figures can prove a challenge.

This is where contact center service levels come in. Tracking these can help you determine which areas your team should focus on improving to maintain a high quality of customer care.

In this article, we explain service levels in more detail. We explain not only what service level is in call centers but also how you can calculate these figures yourself and improve upon them.

What Is Service Level in a Call Center?

A contact center’s service level is a measurement of its performance, most often expressed as a percentage

In most businesses, this figure refers to the number of key performance indicator (KPI) goals the company has met during a given period of time. But when it comes to the call center service level definition, it refers specifically to the percentage of incoming calls answered by operatives within a given period.

On the surface, this service level definition for call centers seems simple enough. However, the process of calculating a contact center’s service level is somewhat confusing, with there being multiple conflicting viewpoints on the topic.

Call Center Service Level Standards

Traditionally, contact centers have aimed to answer 80% of calls in twenty seconds or less, commonly expressed as 80/20. In recent years, however, many companies have made a departure from these call center standards. Some may choose to relax this target, while other contact centers look to increase their call center service levels standards.
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Relaxed
Some contact centers lower their service level standards to 80/60 or 70/20. This lowers the amount of stress placed on contact agents, allowing them to perform better in their customer care role, thereby enhancing client satisfaction. Additionally, it can lower the number of operators you will need to hire, saving your business money.
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Boosted
Many other contact centers decided to raise their service level standards instead. Customers appreciate not having to wait for minutes or even hours at a time in long queues; raising the standard service level helps keep your queue moving. Furthermore, many contact centers with boosted service levels see a noticeable decrease in call abandonment rates.
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How to Calculate Service Level

Now that we’ve discussed what they are, we’ll discuss how to calculate service levels. To do this, you will need specific contact center software. The process can be difficult, but if you follow the below steps, you should find it relatively simple to figure out your service level using a call center service level calculator.

3 Tips to Help You Meet Contact Center Service Level Targets

Once you’ve figured out how to calculate service level in a call center, you’ll no doubt wonder how you can regularly meet your contact center service level goals. As we near the end of this article, we’ll explain three ways you can focus on meeting—and improving on!—these all-important targets.


  • Decrease Rate of Attrition
    When employees leave, you have to dedicate a considerable chunk of time, energy, and money bringing on someone to replace them. Not only that, but new hires are usually not as productive as those who have been with your business for a while since they lack the same level of experience.

    To ensure you’re able to hold onto efficient, productive employees, you should consider:

    • Providing monetary incentives, such as bonuses and paid leave.
    • Offering additional rewards for high performance.
    • Taking the necessary steps to prevent burnout in your agents.
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  • Utilize Contact Center Software
    Using contact center software is a great way to improve upon the overall performance of your contact center by promoting agent productivity and tracking KPIs. This type of software comes with a plethora of tools to make meeting contact center service level targets a breeze.

    For example, here at Selmo, we offer the following tools with our contact center software:

    • Predictive and Power dialers: Ensure your agents’ efficiency by taking care of dialing automatically.
    • Call recording: Ideal for training and quality maintenance.
    • Call monitoring: For evaluating the performance of your operators and providing feedback.
    • Workforce management: For ensuring your representatives are all working at their best.
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  • Evaluate KPI targets
    Take the time to evaluate and align your KPI targets. These goals are often mutually dependent, so it’s important to make sure they all support one another well. For example, if you aim to have agents resolve a call within five minutes or less, then the average handle time (AHT) should reflect this.
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Conclusion
Evaluating your contact center service levels gives you a clear idea of how your company is performing. It’s important to regularly set aside the time to make these assessments, making sure you use the right formula for you and your business.

As we’ve mentioned, calculating this figure can be a bit tricky. But the advice set out in this article is bound to point you in the right direction. Try our software today to easily simplify the calculation process and find out how to improve your business!

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