What is service level? - Definition from WhatIs.com
Part of the Call centers 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

  • age of the customer

    - Age of the customer is the concept that consumers are more empowered than ever because they can access information about products and services over the Internet in real time.  (SearchCRM.com)

  • relationship marketing

    - Relationship marketing is a customer relationship management strategy designed to encourage strong, lasting customer connections to a brand. The goal is to generate repeat sales, encourage word-of-... (SearchCRM.com)

  • Canadian anti-spam legislation (CASL)

    - Canadian anti-spam legislation (CASL) is enacted regulations that require marketers and fundraisers that communicate through email, text messages or social media to obtain permission from recipient... (WhatIs.com)

Glossaries

  • Call centers

    - Terms related to call centers, including definitions about inbound and outbound call center and words and phrases about customer relationship management (CRM).

  • 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 ...

Tech TalkComment

Share
Comments

    Results

    Contribute to the conversation

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