What is service level? - Definition from WhatIs.com
Part of the Customer relationship management glossary:

Service level describes, usually in measurable terms, the services a network service provider furnishes a customer within a given time period. When used as a call center metric, service level measures the percentage of incoming calls that an agent answers live in an established amount of time.

For example, a service level of 90% can be achieved if 9 out of every 10 phone calls are answered before the established time limit.

There are multiple approaches to determining service levels, each involving how call centers define abandoned calls. They may be treated, for instance, as:

  • Missed opportunities (counted against the service level)
  • Ignored (unavoidable and a part of doing business)
  • Completed (where the caller would have been serviced properly without a premature abandonment of the call when the wait time is reasonably short).

Learn more about service level agreements:

Negotiating service-level agreements and billing with cloud providers.

Measuring agent retention translates to the bottom line

SaaS evaluation: Considerations for a SaaS service-level agreement

This was last updated in November 2010
Posted by: Margaret Rouse

Related Terms

Definitions

  • gated content / ungated content

    - Gated content is online materials, such as white papers, articles or videos, that require the user to fill out a form before they can access them. Ungated content, on the other hand, is immediately... (WhatIs.com)

  • autoplay video

    - Autoplay video is audiovisual content that starts automatically when someone goes to the host web page. Autoplay videos usually contain advertisements or promoted content. (WhatIs.com)

  • smarketing (sales and marketing alignment)

    - Smarketing is an alignment of a company's sales and marketing departments for better communication, more collaborative efforts, greater efficiency and, as a result, enhanced profitability. (WhatIs.com)

Glossaries

  • Customer relationship management

    - Terms related to customer relationship management (CRM), including definitions about call centers and contact centers.

  • Internet applications

    - This WhatIs.com glossary contains terms related to Internet applications, including definitions about Software as a Service (SaaS) delivery models and words and phrases about web sites, e-commerce ...

Ask a Question. Find an Answer.Powered by ITKnowledgeExchange.com

Ask An IT Question

Get answers from your peers on your most technical challenges

Ask Question

Tech TalkComment

Share
Comments

    Results

    Contribute to the conversation

    All fields are required. Comments will appear at the bottom of the article.