‘Service level’ measures the accessibility of a company to their customers, and that company’s ability to manage call volume fluctuations and execute their staffing strategy. It is directly tied to customer service quality and is often a vital indicator of a contact center’s overall performance.
A declining service level can point to a number of issues: Poor scheduling; calls taking longer than expected; unplanned call fluctuations; and much more. On the other hand, if a contact center’s service level is improving, it’s usually a sign that the right technology, optimal agent scheduling, and accurate call planning are in place.
How can contact centers better manage their service levels? Leveraging the right technology can go a long way in improving a less-than-optimal service level and, as a result, the overall quality of customer service. From optimizing workforce management to enabling agent call-backs, managers and decision-makers who implement the right technology will reap the rewards.