2011 Customer Service outsourcing Service level 
Kayako
OCTOBER 29, 2015
The customer support rep role has travelled the world and back. It’s taken many different forms from outsourced, to remote work, and now it’s back to the office. We had two main offices before our London team was even born, and we are in no way outsourced (if anything, we’re offshored to Europe!).
Taylor Reach Group
MAY 18, 2018
So with ‘tongue planted firmly in cheek’, I present a customer translation for commonly used Call Center metrics; SL – Call Center operators know this as Service Level ; the percentage of calls that are answered within a defined period of time. This post was published in 2011 and updates in 2018.
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