What Is Call Center Service Level? Definition, Measurement, Optimization

The efficiency of call center operations largely depends on the ability of service providers to meet the precise requirements set by outsourcing clients.

Customers demand quick and effective resolution of their issues, making the fulfillment of goals such as addressing inquiries within a specified time frame a critical factor for success. The service level KPI is one of the fundamental tools for evaluating how effectively a call center services provider meets these requirements.

In this article, we will explore what the service level metric is, how it is measured, and what strategies can be implemented to ensure both client satisfaction and the achievement of set goals.

Service Level – Definition

The service level is a key performance indicator (KPI) used in call centers to measure the team’s ability to handle inquiries within a specified time frame. It calculates the percentage of customer interactions completed within predefined time standards, providing a clear picture of the operational efficiency and responsiveness of the call center.

This metric forms the foundation of monitoring and managing call center performance, influencing both customer wait times and the overall quality of service. Regular reporting of the service level enables swift identification of potential issues and the implementation of corrective actions to maintain high service quality.

Example: If a call center aims to answer 75% of phone calls within 15 seconds but achieves 82%, the service level is 82%. This indicates the call center exceeded its target, handling more interactions within the designated timeframe.

The service level metric not only provides insights into current team performance but also serves as a basis for strategic decisions to optimize processes within the call center.

Measuring Service Level

The measurement of service level must align with the terms established in the service level agreement (SLA) between the outsourcing client and the call center provider.

Here is the standard process for measuring service level:

1. Setting service standards – e.g., handling 80% of inquiries within 20 seconds.
2. Real-time monitoring – analyzing the percentage of goals met during specific time intervals.
3. Reporting results – presenting detailed data on Service Level performance within defined periods.

Meeting the established standards assures outsourcing clients that their customers are receiving service at the expected level.

Service level is typically monitored in real-time, analyzing both inbound and outbound interactions and agent availability during specific timeframes. Advanced contact center software is often employed to track data continuously and deliver accurate reports.

A high service level, like call answer rates, leads to reduced abandonment rates and improved customer satisfaction scores. However, maintaining high agent readiness for quick responses can negatively affect agent utilization rates, as it often requires excess staffing, which may not always result in full task allocation.

Operational Strategies to Improve Service Level

• Monitoring and data analysis – Using software to track key metrics like response times and consultant availability in real time.
• Regular training – Equipping the team to handle inquiries efficiently, ensuring not only quick but also accurate responses.
• Team scheduling – Adjusting schedules based on seasonal trends and historical traffic patterns to optimize resource allocation.
• Process automation – Leveraging technologies like voicebots to handle routine inquiries, freeing up agents for complex tasks.
• Proactive problem management – Identifying potential drops in service level and implementing solutions promptly through regular data analysis.

Quality-Focused Actions to Improve Service Level

When KPI Performance Falls Below Target

• Monitoring calls to identify areas for improvement
• Conducting simulated calls to practice time management and enhance service quality
• Organizing focused training sessions to improve consultants’ skills
• Providing detailed and consistent feedback to consultants
• Reviewing SLA parameters to pinpoint discrepancies.

When KPI Performance Meets Target

• Continuously providing feedback to maintain high-quality performance
• Engaging consultants in preparing case studies to share best practices
• Recognizing individual or team achievements publicly
• Reviewing SLA metrics to explore opportunities for further improvement

When KPI Performance Exceeds Target

• Delivering feedback to keep the team motivated
• Creating and discussing case studies to showcase success.
• Publicly acknowledging exceptional performance to foster morale
• Analyzing SLA metrics to identify additional optimization opportunities.

Service Level in Call Centers – Conclusions

The Service Level metric is not just a measure of performance but also a critical component for building trust and long-term relationships with outsourcing clients. Effective management of this metric allows call center providers to meet business partner expectations while delivering quick and reliable solutions to end customers.

With proper planning, the adoption of advanced technologies, and consistent communication, achieving and maintaining a high service level is possible, ensuring the satisfaction of both customers and business partners alike.