Contact service level (seconds to answer 80% of contacts from all channels)
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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Compute this Measure
Units for this measure are seconds.
Contact service level (seconds to answer 80% of contacts from all channels)
Key Terms
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.