Glossary
Service Level in a call center is a customer service metric that shows correlation between Average Response Time and number of calls answered. Thus, there is service level industry standard – 80/20.
The golden rule of 80/20 is used in almost all call centers, and it can be transcribed as “80 percents of calls have to be answered within first 20 seconds since the call has been initiated”. Service Level in other industries works differently than it is in call center industry – it mostly refers to Service Level Agreement.
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