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# Service Level Target

Viewing 6 posts - 1 through 6 (of 6 total)
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• #11552
Drarenas
Guest

Hello,

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

What do you think about it?

Bye

#11553
Nikolaj Nielsen
Guest

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
Fabio Moraes
Guest

The formula:
is correct?
I see this formula is correct, but some people use different formulas.

Thanks!

#11555
Tim Parish
Guest

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
Danny Clarke
Guest

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
John Chan
Guest

Gentlemen,

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

Would appreciate you pointing in the right direction.

john@forvm.net
John

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