Thoughts from the Cliff Dweller

What is the Right Service Level for My Call Center?

First let’s talk abut the definition of Service Level: It is the number of calls answered within a certain period of time (seconds) expressed as a percentage.

Example: “80/20” or “80 in 20” Service Level is defined as 80% of all the calls answered, were answered within 20 seconds.

The right Service Level is really dependent on what’s important to your customers. So FedEx doesn’t want to lose customers to UPS so they tend to answer their calls very quickly. However a company like Ticketmaster who sells concert tickets (and the only one who sells those tickets) can “afford” to let customers wait because they really have no where else to go to buy the tickets.

So think about service level from your customers perspective and what competition you have for their business.

Clive…

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