For most call centers, service level is a very important KPI.
It measures two parameters: 1) the availability of call center agents to assist customers; and 2) the speed with which agents resolve customer queries and concerns. Since any fluctuation in service levels can directly and significantly impact revenue, it’s understandable that call center executives are concerned with taking the necessary steps to consistently improve them. When it comes to service levels, leveraging the right technology can go a long way in improving declining service levels and, as a result, improve other important call center metrics such as CSAT.
