Call service level

This measure calculates call service level, which is determined by the number of seconds within which 80% of total annual contacts from all channels are answered. It is a Process Efficiency measure that helps companies optimize the performance of their "establish service levels for customers" process by minimizing waste and refining resource consumption.

Benchmark Data


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Measure Category:
Process Efficiency
Measure Id:
Total Sample Size:
281 All Companies
Key Performance

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Units for this measure are seconds.

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Service level

Key Terms

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Process efficiency

Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.

Measure Scope

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Cross Industry (7.3.0)