How to calculate SLA recovery

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How to calculate SLA recovery
Hi,

Does anyone know what the calculation is to work out SLA recovery? E.g If 70% of calls are answered in sla how many calls would I need to take to reach 80%

Thanks

Helper

Call Centre Helper

Work out the proportion in service and the proportion out of service
So if you have an SLA of 70% and say had taken 100 calls.

That would mean

100 calls total = 70 calls in SLA and 30 calls out of SLA. = 70 / (70 + 30) X 100 = SLA 70%

If you then take a further 10 calls all within SLA, you would have

110 calls total = 80 calls in SLA and 30 calls out of SLA. = 80 / (80 + 30) X 100 = SLA 72.7%

If you then take a further 10 calls all within SLA, you would have

120 calls total = 90 calls in SLA and 30 calls out of SLA. = 90 / (90 + 30) X 100 = SLA 75%

You get the idea

If you then add on another 30 calls

150 calls total = 120 calls in SLA and 30 calls out of SLA. = 120 / (120 + 30) X 100 = SLA 80%

So you would need to answer 50% more calls ALL within Service Level to reach your target.

This shows how hard service level recovery is.

I hope that this helps

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