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  • Writer's pictureSusmita Asad

Call Center Service Level Standards

Updated: Aug 25, 2023



Call centers help manage customer inquiries and concerns. With the increasing competition in the market, companies need to maintain a high-quality customer experience to stand out. Most companies assign third parties to handle their customer support channels. Business process outsourcing firms like ASL BPO provide top-notch call center services. The problem arises when you have to track the performance of a company that is not working in-house. Call center service level standards play a vital role in achieving measurable service excellence. To achieve this, call center service level standards play a vital role.

In this article, we will discuss the importance of call center service level standards, how to meet them, and how they can impact the success of your business.


Table of Contents


Definition: Service Level Agreement Call Center


  • Service level call center: The "Service level" of a call center refers to the measurable performance of a call center that shows the amount of time that has been allocated to customer service.

  • Service level standards call center:Service level standards” are the predetermined performance metrics that should be followed by a call center to meet the expectations set by a client.

  • Service level agreement call center: SLA or “Service level agreement” is a contract between the service center and client that shows the commitment of a call center’s customer service quality.


For example,

Service Level Agreement (SLA) of 80/20 - This means that 80% of calls should be answered within a specified time frame, such as 20 seconds, and 20% of calls may exceed that time frame. If a call center has an SLA of 80/20 with a target answer time of 20 seconds, they aim to answer 80 out of 100 calls within 20 seconds, while the remaining 20 calls can take longer than 20 seconds.


15 Call Center Service Level Standards Metrics


An effective call center SLA is a combination of quantifiable metrics and performance indicators. We have defined 15 service level standard metrics to track call center performances.


  1. Turnaround time (TAT) : Turnaround time ( TAT) is the total time taken to solve when a customer raises a problem.

  2. Automatic call distributor (ACD): ACD is the number of automatic incoming calls received by service agents.

  3. Average speed of answer (ASA): Average speed of answer (ASA) is the time between a queued call and an agent’s answering.

  4. Average handle time (AHT): Average length of a customer call.

  5. Average resolution time (ART): Average time taken to answer and close a call.

  6. Net Promoter Score (NPS): Net willingness of customers to promote a brand or company.

  7. First-Call Resolution: The ability of a business solving customer problems as soon as it is addressed.

  8. Occupancy Rate: Occupancy rate is the percentage time of call rated activity.

  9. Service Level: Service level is the percentage of call center service occupancy alligned with the expected outcome.

  10. Customer Satisfaction Score (CSAT): Customer Satisfaction Score (CSAT) shows the indication how customers are satisfied with a product or service.

  11. QA Scoring: QA scoring, or quality assurance scoring, in call centers refers to the process of evaluating and measuring the quality of interactions between call center agents and customers.

  12. Peak Hour Traffic: The count of incoming traffic per hour.

  13. Repeat Calls: Repeat calls refer to instances where a customer contacts the center multiple times for the same issue or problem.

  14. Transfer Rate: Transfer rate in a call center refers to the percentage of calls that are transferred to another agent or department during a customer interaction.

  15. Adherence to schedule: Schedule adherence is the measure how call center agents follow their schedules.

Tips to Set up a Service Level Standards for Call Center




Service-level standards showcase the entire performance of a call center. Understanding how to set up service level helps companies utilize the metrics more effectively.


  • Select the right measures: Call center service level standard varies from company to company based on the expectations and outcomes. It is important that you select the right metrics to trace your call center performance.

  • Set measurable monitoring system: You won’t be able to maintain service level standards if you don’t have a monitoring system for the KPIs.

  • Train your agents: Call center representatives must understand the service level standards. Make sure that you provide adequate training to have in-depth knowledge of the SLA.

  • Review and adjust Standards: As businesses progress, a set of expectations changes simultaneously. Review your service standards. Switch the metrics and make changes as necessary for your call center.

  • Reporting system: SLA reports assist management in improving performances. Tell your call center service provider precisely what you expect them to include in the report.

Benefits of Meeting Call Center Service Level Standards



A part of call center success is measured by the fulfillment of service level standards. Maintaining service level standards is key for success in the call center industry. It helps to ensure customer satisfaction, optimize efficiency and effectiveness of the team, and ensures the smooth running of operations.


  • Customer Satisfaction: One of the main benefits of meeting service level standards is that it helps to ensure a high degree of customer satisfaction. Customer satisfaction improves brand loyalty which is crucial to a brand's success.

  • Better Planning and Resources: By having set service levels, it becomes much easier to plan ahead which will help you make the most of your resources. Also, you have a clear set of goals. Clearly defined goals make managing a call center simpler and efficient.

  • Cost effectiveness: Meeting your service level standards maximizes the use of call center resources. It reduces wastage and secures effective budget allocation.

  • Higher agent morale: Call center agents often feel stressed when they have a large volume of traffic to handle. The agents can work more efficiently when service level standards are met.


ASL BPO is a leading call center outsourcing provider. Our professional trained agents strictly abide by the service level standards approved by our clients.Contact us to learn about the service level standards we provide.


FAQs Service Level Standards: Call Center



Q: How is call center service level calculated?

A: Call center service level is calculated by dividing the number of calls answered within the specified time frame by the total number of calls received and then multiplying the result by 100. For example, if a call center receives 100 calls and answers 80 of them within 20 seconds, the service level would be 80%.


Q: What is the industry standard for call center service level?

A: The industry standard for call center service level is 80% of calls answered within 20 seconds. However, companies may have specific needs based on their unique needs.


Q: How can a call center improve its service level?

A: There are several ways a call center can improve its service level, including hiring more agents, optimizing call routing, providing additional training for agents, and implementing technology such as IVR and chatbots. Additionally, monitoring and analyzing data on call volume and call duration can help identify areas for improvement.


Q: What are some common challenges that call centers face in meeting service level standards?

A: Some common challenges that call centers face in meeting service level standards include unexpected spikes in call volume, understaffing, agent turnover, and technical issues with equipment or software.



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