Whitepaper: How to Improve your Call Centre Service Level


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Service level is defined as the percentage of calls answered and abandoned within a predefined amount of time—target time threshold. It can be measured over any period of time and for each agent, group,campaign or the contact centre as a whole.

In this whitepaper, youll learn that Service level is one of the most important Key Performance Indicators (KPIs) for call centres as it helps measure customer tendencies, call centre efficiency and the call centre business model, comparing value per interaction, customer retention value and staffing costs.


White Paper written by: VCC Live
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