What is Service Level in Call Centres?

Service level is a standard performance measure in call centres that reflects how quickly customer calls are answered by agents.
It’s typically expressed as a percentage of calls answered within a set number of seconds.
For example, a common service level target is answering 80% of calls within 20 seconds (often referred to as the “80/20 rule”).

This metric provides insight into the balance between customer experience and operational efficiency.
A higher service level generally means shorter wait times and a more positive customer experience, while a lower service level may indicate understaffing or higher-than-expected call volumes.

In contact centre operations, service level can be influenced by factors such as:

Call volume and demand fluctuations.
Staffing levels and workforce scheduling.
Average Handle Time (AHT) and agent productivity.
The effectiveness of call routing and queue management.

Service level is often tied to Service Level Agreements (SLAs) made with clients or internal benchmarks.
Managers use this metric alongside others such as Average Speed of Answer (ASA), First Contact Resolution (FCR), and Occupancy to ensure efficient service delivery.

Why Service Level in Call Centres Matters

Service level is a vital measure of how well a contact centre meets customer expectations for timely service.
By maintaining strong service levels, businesses can reduce customer frustration, improve satisfaction, and strengthen loyalty.

Related Terms:

Back to the Glossary