Back Office Service Level Related Articles How to Calculate Contact Centre Service Level A Workforce Manager’s Guide to Better Back-Office Operations How Do I… Integrate my Back Office into the Contact Centre? 12 Guaranteed Ways to Ruin Your Integration With the Back Office © Shawn Hempel - Adobe Stock - 417345290 690 Filed under - Forum, Back Office Back Office Service Level Is there a service level calculator for multiple days that is used for back office and not calls. Or does anyone know the calculation for this? Question asked by Kathryn Answer for Back Office Service Level I am not aware of one. What sort of work are you looking to calculate and what sort of service level are you trying to create? With thanks to Jonty Answer for Back Office Service Level I am trying to work out the number of items processed with a service level period of 48hrs / 5 days. I have been tasked with projecting service level for an anticipated volume of work, the work in question has a 5 day service level attached were we must log all items within this time frame. However we are anticipating a back log of work items, therefore, I am looking for a calculation that can project service level including back logged items, for the items processed after 5 days. With thanks to Kathryn Answer for Back Office Service Level OK. So what are the inputs and outputs that you are trying to obtain. I guess that you have Number of tasks Task duration Number of staff Shrinkage Work hours per day For outputs you are trying to work out percentage of tasks completed within 48 hours? Is this correct? With thanks to Jonty Answer for Back Office Service Level Yes that is correct. I have been tasked with projecting service level throughout a training period running from Feb 17 to June 17. I have the number of staff available throughout, the forecast volume of work, expected work output, and have been asked to ‘project’ the SLA in this period. I am happy doing this for 24hrs, however, when the team has a 48hr SLA, I cannot work out how to calculate the SLA based on the work in / out. For example: _________________________________________ Date: 6/02 7/02 8/02 9/02 Staff: 5 5 6 5 Work in: 100 120 90 100 Work out: 100 100 120 90 SLA: XX XX XX XX With thanks to Kathryn Answer for Back Office Service Level You don’t have enough information there to calculate the service level. Here is the formula Service level = [ Number of tasks completed within the service level threshold] / [Number of tasks offered] * 100 In order to work it out you would need to count the start time and end time of each task. With thanks to Jonty Back Office Service Level I also have the same problem I am trying to solve. I have a process that requires 10 Business Days SLA, how will I calculate the headcount requirement? With thanks to Rachell The Calculation Would Be Similar From 4 Hours to 10 Days It may seem strange but the headcount is very similar between 4 hours and 10 days. With thanks to Jonty Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 19th Apr 2022 Read more about - Forum, Back Office Recommended Articles How to Calculate Contact Centre Service Level A Workforce Manager’s Guide to Better Back-Office Operations How Do I… Integrate my Back Office into the Contact Centre? 12 Guaranteed Ways to Ruin Your Integration With the Back Office Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter