Enter the total number of calls answered and the total number of calls offered into the calculator to determine the service level percentage.
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Service Level Formula
The following formula is used to calculate the service level of a call center.
SL % = CA / CO * 100
- Where SL% is the service level percentage
- CA is the total number of calls answered in a given amount of time
- CO is the total number of calls offered
Service Level Definition
What is a service level? A service level is a measure of the percentage of the total number of calls that are answered within a certain amount of time with respect to the total number of calls offered. It is a metric used in call centers to outline the ratio of calls answered in a timely manner.
How to calculate service level?
- First, determine the time frame for answered calls.
For this problem, we want to measure all calls answered within 25 seconds.
- Next, determine the total number of calls answered.
100 calls were answered within 25 seconds during the time period.
- Next, determine the total number of calls offered.
During the same time period, there were 150 offered calls to the call center.
- Finally, calculate the service level.
Using the formula, the service level of the call center is found to be 100/150 * 100 = 66.66%.
About Service Level
What is a good service level? What constitutes a good service level is defined by the call center operations and their metrics they set up. For example, some places may want to analyze calls taken within 20 seconds, and others 30 seconds. The center that looks at calls within 30 seconds will likely have a greater service level.
What is a service level agreement? A service level agreement is typically a legally binding agreement between a call center and a contractor that describes the average service level the call center needs to maintain over its contract length.