Symptom / Need

Service level (SL) needs to be measured to assess the percentage of customer interactions that are attended to within a set time. This indicator is key to determining the efficiency and quality of customer service.

Context / Scenarios

Service level (SL) is a key indicator in contact centers and customer service operations. It is expressed as a percentage that combines two main elements:

• Compliance percentage: Represents the proportion of interactions that must be attended to in a given time.
• Target time: This is the time limit in which interactions are expected to be attended to.

For example, an NS of 90/10 means that 90% of interactions should be handled in less than 10 seconds.

Answer (Solution/Recommendation)

To measure the level of service, the following formula is used:

NS = (Interactions attended to on time / Total interactions) * 100

Calculation example:

If a skill receives 1000 calls in a day and the goal is to achieve a 90/10 NS, the following must be true:

• If 900 calls were answered in less than 10 seconds, the NS is calculated as follows: NS = (900 / 1000) * 100 = 90%

Importance of measuring service level:

Measuring NS allows companies to:
✅ Identify areas for improvement in interaction management.
✅ Set realistic goals and objectives for the operation.
✅ Increase customer satisfaction by reducing waiting times.
✅ Optimize resources to improve team productivity.

It is advisable to monitor the NS constantly and adjust strategies based on the results obtained.