Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

Service level 142

Service level Call Center Abandon rate Metrics 142

TASKE Technology

MAY 1, 2011

To help you get started, consider three KPIs that are generally accepted as core measures of service levels in a contact center: First call resolution. Do they need to call back more than once about the same issue? The TSF gives you the percentage of calls that were answered within a specified duration.

Abandon Call 52

Abandon Call Wait times Contact Center First call resolution 52

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Its origins go back over 5 decades, to the earliest days of call centers.

Service level 96

Service level Call Center Abandon rate Metrics 96