What Is A Service Level?
A service level refers to the services provided to a customer within a certain period. Service levels are categorized and measured to track performance. In a call center, service level refers to the percentage of calls answered within a specific time frame.
Impacts of Contact Center Service Level
The service level, or SLA, provides important information about a contact center’s performance, such as:
Percentage of calls answered within a certain time reveals data about efficiency, agent responsiveness, and performance
Low service levels may indicate long wait times, poor customer experience, and technology or training gaps
High service levels may indicate efficient automation, minimal wait times, and customer satisfaction
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