1. Customer Service
  2. Call Centre

Call Service Level


The percentage of calls answered within a predefined threshold time. Meeting service levels ensures that callers aren't waiting excessively. High service levels typically correlate with better customer satisfaction and indicate efficient staffing and operations.


(Number of calls answered within threshold / Total number of incoming calls) x 100


If the goal is to answer all calls within 20 seconds, and 80 out of 100 incoming calls are answered within that threshold, the Call Service Level would be 80%.