Service Level is the key performance metric in a call centre.
It defines resourcing levels, how busy or occupied staff will be and the level of service adminstered to callers.
It is defined by identifying the percentage of calls answered within a given time frame. This would normally be defined as;
x% of calls answered within y seconds, say;
90% of calls answered within 20 seconds
The formula is;
Total calls answered within 20s + Total Calls abandoned within 20s
______________________________________________________
Received Calls (Total calls answered + Total Calls abandoned)
Service Level is set by the company and not necessarily by an industry. Therefore the above is purely an example, with percentages and time frames being determined by the company.
UK and Ireland