Your contact center’s service level is an important indicator of your availability to customers—and how well-designed your strategy for managing customers and callers is.
Different contact centers measure this in slightly different ways. You could look at a specific metric—the percentage of calls answered within a set timeframe, for instance.
You've probably heard the oft-quoted industry standard of answering at least 80% of calls in under 20 seconds.
Let’s have a look on contact center service level agreement, and the two parts that typically make up this concept.