Contact Centre Service Level

A contact centre service level represents the percentage measurement of customer service standards achieved. These standards, often measured as Key Performance Indicators (KPIs), pertain to services provided to customers within a specific timeframe. The calculation of service level metrics in a contact centre can vary between businesses but typically encompasses metrics like the percentage of answered calls, average response time, average handling time, average resolution time, and other customer experience qualifiers.

A contact centre’s Service Level Agreement (SLA) comprises internally-established standards that guide management decisions, these are unique to the organisation. Service level parameters enable efficient decision-making, cost-saving measures, enhanced customer satisfaction, and more. For instance, standard metric goals may include answering 90% of calls within three rings, accepting 90% of chats within 20 seconds, or responding to 80% of service related emails within one business day. 

Determining these metrics can be a complex process, involving classifying abandoned calls, establishing realistic timeframes for each stage of the customer journey, and implementing precise measurement methods. Advanced reporting within contact centre software aids in tracking these metrics and pinpointing areas for improvement. Meeting the service level is essential in responding promptly to customer demands while maintaining high-quality service. It can lead to increased customer satisfaction, increased repeat business, and greater customer lifetime value.