How To Measure The Service Level In Call Centers?
NobelBiz
FEBRUARY 17, 2023
Here is a typical call center example to help explain the point: Number of Calls Answered within threshold: 1600 Number of Calls Offered: 2000 SL =(1600/2000)*100 SL =80% Consider service level as a target and a tool to gauge how well your call center’s customer support staff performs. This is a common goal for many contact centers.
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