Setting Service Level Objectives
Originally published in Contact Center Pipeline, May 2015 X% answered in y seconds. That’s the formula we use for service level calculations in contact centers. It can (and often should) be used to set objectives for any channel, but is most commonly utilized for inbound calls. Here’s what I love about service level objectives: They are the tangible proof of how an organization calculates the trade-off between cost and customer satisfaction. If you truly value customer sa