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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.

This is your goal—the numbers you’re trying to hit. If you want to talk about performance and measurement, you need to have a goal (in this case, a service level objective) to track your results against.

If you want to measure the number of calls your contact center takes, for example, then you could calculate this particular service level objective like this:

The percentage of calls taken ÷ target time threshold

Once you’ve got your service level objective, you can measure your service level against it. You can measure your team’s performance during what time frames you prefer (hours, days, weeks).

For example, if you want to measure your service level in the example above, you can look at the percentage of calls your agents take in an hour, a day, or a week.

Maintaining your call center’s service levels is key to improving your customer satisfaction and customer experience. Ultimately, of course, it’s all about revenue, and in this case your goal is to increase your customers’ lifetime value. The happier your consumers are, the more likely they are to buy your products or services on repeat.

Since 1994, ZRG has been offering innovative and flexible solutions for multi-channel Contact Center, CTI, IVR, Call Recording, Complaint Desk, Ordering and Workflow Management needs. We have successfully delivered over 450+ Enterprise level projects to prestigious organizations in the banking and financial services, telecoms, insurance, courier, pharmaceutical and energy service industries in the national and international market. To discover how you can enhance customer satisfaction and improve team productivity in your organization, contact ZRG solutions team today.

Each day, on every project, we deliver value through our accumulated technical knowledge and project management skills. Our expertise delivers immediate benefits to our clients with cost and time savings. Our solutions deliver increased operational efficiency and staff productivity to our valued clients. This is what we do. We deliver beyond expectations.

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