Benchmark call center workforce Groups Service level 
Global Response
DECEMBER 2, 2022
Service level (SLA) sets benchmarks for future performance. They can be characterized in call center terms such as 80/20, which means 80 percent of calls answered within 20 seconds. Cumulative service level. Also known as utilization. Educate everyone on KPIs, including new employees.
Playvox
JUNE 22, 2023
Call center efficiency metrics are the collection of data used to measure and gauge the effectiveness and efficiency of call centers and contact center agents. Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies.
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