Service Level (Speed of Answer)
This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Service Level (Speed of Answer). Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.
What is Service Level (Speed of Answer)?
The number of calls answered by Call Center representatives within the pre-defined speed of answer window (e.g., 80/20 service level equates to 80% of calls answered within 20 seconds) divided by the total number of calls answered (i.e., calls handled) by Call Center representatives over the same period of time, as a percentage.
Why should Service Level (Speed of Answer) be measured?
This KPI measures the quality of service provided by a Call Center and the efficiency of call handling practices. A low value for this metric indicates that the Call Center is not staffed appropriately to handle incoming call volumes, most likely due to poor call forecasting and staffing practices. Inadequate staffing can lead to high abandonment rates and sub-par customer satisfaction which can reduce potential revenue, impacting the company's bottom line.
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