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Service Level Target

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  • #11552 Reply


    What is the service level in % to considered a excellent service? More than 95%? 98 maybe?

    What do you think about it?


    #11553 Reply
    Nikolaj Nielsen

    In Denmark a 80/30 og even 90/30 servicelevel i considered fairly good. 90/10 would be close to excellent.

    (90 % within 10 seconds)

    Another parameter is the acceptable amount of abandoned calls within SL. i.e. 3 % ab. calls wihtin 90/10.

    (90 % within 10 seconds, max. 3% ab. calls)

    #11554 Reply
    Fabio Moraes

    About the service level:
    The formula:
    (((Calls abandoned+Calls answered)-(Calls abandoned after threshold+Calls answered after threshold))*100)/(calls abandoned+Calls answered)
    is correct?
    I see this formula is correct, but some people use different formulas.


    #11555 Reply
    Tim Parish

    Remember the higher the service level you wish to achieve, the more inefficiently you will be operating.
    99% of calls in 1 second may leave you with staff who are waiting for a call for more than 50% of their day.

    80/20 is probably as good as anything. Note that the average speed of answer and abandonment rate do not have a direct relationship with the service standard you have.

    As a simple calculation
    Call ansd in SS/All calls answd plus all calls abandoned.

    #11556 Reply
    Danny Clarke

    I’m afraid I don’t agree Tim.
    My calculations/modelling shows that for the same call load:
    1000 calls of 180 Talk 20 wrap at a PCA target of 80/20 with a max agent occupancy of 75% requires an agent population of 81 to meet the PCA. With this number of Agts the ADD (Avg. Delay of a delayed call) is 28.9Seconds.

    If, with the same call load, we seek to achieve a 90/10 PCA…..
    We need 85 Agents (4 more) but the ADD goes down to 18.3 Seconds.

    As a caller (and a CC manager), I would rather see all delayed calls experience a smaller delay AND a better PCA achievement for such a small Agent cost.

    #11557 Reply
    John Chan


    Where can I find a resource for all call centre operational performance indicators and their formulae?

    Would appreciate you pointing in the right direction.

Viewing 6 posts - 1 through 6 (of 6 total)
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