Service level performance in a contact center refers to the effectiveness and efficiency with which the center answers incoming calls or inquiries within a specified timeframe.
Typically, service level is defined as the percentage of calls answered within a certain period, often expressed as a target percentage within a specific time frame, such as '80% of calls answered within 20 seconds'.
Service levels are populated in Bramble via the Service Level module in the 'Teams' menu option, and can be either automatically imported or manually entered.
This metric is crucial for measuring and maintaining customer satisfaction and ensuring that customers don't experience long wait times, but also helps in managing staffing levels, call routing strategies, and operational efficiency within the contact center.
The key with this metric is balance, as achieving a very high service level % can be an indication of over-resourcing. Achieving and maintaining a satisfactory service level requires careful monitoring of call volume, agent availability, and call handling times, along with adjustments to staffing and processes as needed.
