What Is Service Level in the Contact Center Industry?

Service Level is the term used to define the services a business process outsourcer (BPO) provides customers within a defined time frame. In contact centers, that generally refers to how many calls an agent answers within prescribed time periods, though it can also include other communication channels like chat, email and social media.

WorkFlex impacts service level in the contact center by optimizing staffing levels. Using WorkFlex Agent Suite, contact center agents are able to change their schedules with immediate Contact-Center-Service-Level-Improves-with-WorkFlexconfirmation of the change request. Every change agents make, optimizes staffing, since only those overtime or time-off opportunities that contribute to center staffing optimization appear in the schedule as options for agents to select. With the right number of agents with the right skills available to serve customers, consistency in meeting service levels becomes the norm.

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