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  • Writer's pictureHumayra Alam Afra

Factors Affecting Service Level in Call Center

Updated: Aug 23, 2023

Service level is a vast topic. That being said, its metrics are solely influenced by a plethora of KPIs. 24/7 Call centers cater to high standards to ensure the best services for their clients. In general, they involve a high percentage of calls to be attended to and a calculated time of resolution.

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The Important Factors Affecting Service Level in Call Center

As aforementioned, there are various thresholds for maintaining the service level of a 24/7 call center. Call center service level standards are the most essential part of a call center, as they are what keep it standing strong. They are at full capacity to be considered the “power source” for call centers. The call center metrics are mostly dependent on the KPIs, such as these ones:

  • Average time for resolution

There is a high threshold of time to be able to receive calls in a given amount of time and resolve the queries and issues the customer has.

  • Estimated handling time

The calculation of how much time an agent requires to handle each call.

  • Adhering to schedules

Making sure the agents and their teams work in a timely manner.

  • Answering times

The calculation of how many times a call has been answered in an hour throughout the entire shift.

Keeping that in mind, call centers absolutely must target their KPIs no matter what. These factors with typical goals could include, for example:

  • 90% of calls are answered within four rings.

  • 80% of chats are accepted within 20 seconds.

  • 100% of emails were responded to within one business day.

What are The Factors That Affect ‌Service Levels?

It is evident that pretty much every call center-based outsourcing company knows that customer satisfaction is converted into the overall income of ‌the business. This qualitative service eventually helps them achieve their desired service levels. Here are some positive effects that some factors have in a call center:

What are The Factors That Affect ‌Service Levels?
What are The Factors That Affect ‌Service Levels?

  • Proportionate attending of important calls around the calls

  • Personnel are distributed according to their skills and competence.

  • Maintaining proper and timely workload distribution.

  • Proper compliance with the time and schedule of their duties.

How ASL BPO Views the Factors Affecting Service Level in Call Center

When it comes to call centers, service level is a critical factor that can significantly impact the customer experience. Service level is essentially the percentage of calls that are answered within a specific time frame, and it is influenced by various factors.



One of the most significant factors affecting

service levels in call centers is staffing. When there aren't enough agents to handle the volume of calls coming in, customers are left waiting on hold for extended periods, which can result in frustration and a negative perception of the company.

On the other hand, if there are too many agents and not enough calls, the cost per call increases, making it difficult to maintain profitability.

Call Handling

Call Handling

Another factor that affects service level is the efficiency of call handling. Agents who are well-trained and experienced in handling calls can reduce the average call handling time, resulting in more calls being answered within the specified time frame.

Additionally, the technology and tools available to agents, such as call routing systems and CRM software, can also impact call handling efficiency.

Complexity of Calls

Complexity of Calls

Other factors that can affect service levels in call centers include the complexity of calls, the time of day, and the seasonality of call volume. For instance, during peak seasons, call volumes can increase drastically, making it more challenging to maintain the desired service level.

High-Quality Service

High-Quality Service

Providing high-quality service levels in call centers is critical for building customer loyalty and satisfaction.

By investing in staffing, training, technology, and efficient call handling processes, call centers can deliver a seamless and positive customer experience.

3 Tips on How to Achieve the Best Call Center Service Levels

As a call center, meeting your service level target is crucial for providing an exceptional customer experience. Here are three ways to help you achieve your service level target:

Investment in Training: One of the most effective ways to meet your service-level target is by investing in staffing and training. Ensure you have enough agents to handle the volume of calls that come in, particularly during peak hours.

You can also cross-train your agents to handle different types of calls, ensuring that they are efficient and effective in their work. Providing your agents with adequate training and support can improve their call handling skills, reduce call handling time, and ultimately, help you meet your service level target.

Leveraging in Technology: Technology can also help you meet your service level target, such as:

  • Implementing call routing systems,

  • IVR systems, and CRM software can help route calls to the right agent.

  • Reducing wait times and improving the efficiency of call handling.

Automated chatbots and self-service portals can also handle simple queries, freeing up your agents to handle more complex calls. By leveraging technology, you can streamline your call center processes and meet your service level target.

Monitor Performance and Adjust Accordingly: Monitoring your call center's performance is critical for meeting your service level target.

Collect data on your call center's performance.

  • Average call handling time of the team of agents.

  • Call abandonment rate when a client has been kept on hold.

  • Call volume given how many calls the team receives.

Regularly reviewing and adjusting your call center's performance can help you meet your service level target and continuously improve service level along with the customer experience. ASL BPO thoroughly makes sure that such parameters are always maintained and adhered to.

Final Thoughts

In conclusion, ASL BPO strives in meeting your service level targets as it is critical for providing an exceptional customer experience. By continually striving to improve the service level and your call center's performance, you can provide a seamless and positive customer experience, ultimately leading to increased customer loyalty and revenue.

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