Best Practices of Service Level Calculation in a Call Center
Call Center

Best Practices of Service Level Calculation in a Call Center

Sophia Williams
Sophia Williams
November 9, 2022
Last updated on:

August 13, 2025

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Service Level is a key metric in customer service that measures a call center's efficiency and responsiveness. It represents the percentage of calls answered live by agents within a specific timeframe, expressed in percentage terms.

For example, a service level of 80% indicates that agents answer 8 out of every 10 calls within the agreed time limit, such as 20 seconds. Industry best practices also recommend including abandoned calls in service level calculations to ensure a comprehensive analysis.

When consistently measured and clearly defined, service level metrics enhance agent productivity and confidence while enabling data-driven decision-making. However, many businesses face confusion around accurately calculating service levels.

This blog discusses best practices of service level calculation in a call center to help businesses address the challenges of calculating it while optimizing efficiency and enhancing customer satisfaction. 

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Investigate Causes of Service Level Decline
Steps to Create a Service-Level Calculation Strategy

Best Practices for Calculating and Managing Service Level

Below are some steps that businesses can take when measuring service levels for their call centers:

1. Classify Abandoned Calls Thoughtfully

Abandoned calls can skew service level metrics if not properly accounted for, giving a misleading picture of a call center's efficiency. Businesses must decide how to categorize abandoned calls—whether to include those dropped within a set threshold (e.g., within the first 5 seconds) or focus on those abandoned after longer wait times. 

Including all abandoned calls without considering thresholds may overestimate inefficiencies while excluding them entirely hides real challenges. By designing a formula aligned with business objectives, businesses can achieve accurate, transparent, and consistent service level calculations that reveal meaningful insights about customer experience.

2. Define Interval Time and Measurement Parameters

Interval time refers to the time frame in which the service level is measured. Defining this interval is essential for consistency and accuracy in metrics. The measurement process should start from a clearly defined event, such as:

  • When the customer chooses the final IVR option and is routed to a specific queue.
  • When the call enters the ACD system.
  • When pre-queue greetings or wait-queue notifications end.

Frequent assessment and adjustment of interval definitions help align these measurements with actual customer service workflows. Keeping interval times dynamic allows businesses to adapt to changing operational needs, ensuring that staff allocation and service efficiency remain optimized.

How Service Levels Impact Agent Productivity and Customer Satisfaction

Service levels directly influence both agent productivity and customer satisfaction. A well-maintained service level ensures agents have clear performance benchmarks, motivating them to stay efficient and focused. By optimizing workflows and minimizing idle time, service levels enhance productivity and reduce burnout.
On the customer side, meeting service level targets means quicker response times and reduced wait periods, leading to higher satisfaction and loyalty. Consistent service levels also demonstrate reliability, which boosts customer trust and encourages repeat business. Ultimately, achieving balanced service levels creates a win-win scenario for both agents and customers.

3. Set Clear Service Level Objectives

Service level objectives should directly align with the company’s overarching goals, such as improving customer satisfaction, enhancing brand loyalty, or driving operational efficiency. For example, customers contacting an airline may tolerate longer wait times than those contacting an eCommerce company. 

Similarly, service expectations differ across communication channels; live chat users expect instant responses, while phone users might accept a short wait. Consider customer behavior, agent workload, budget constraints, and average call volume when setting objectives. Tailored service level goals ensure that customers and agents benefit, balancing efficiency and satisfaction.

Steps to Create a Service-Level Calculation Strategy

  • Identify Key Metrics: Determine the metrics you will use to calculate the service level, such as the percentage of calls answered within a set time, average response time, or abandonment rate. Ensure these metrics reflect both agent performance and customer experience.
  • Classify Call Types and Channels: Different channels (phone, email, live chat) and call types (billing, support, sales) may require distinct service levels. Analyze customer preferences and business needs to set specific benchmarks for each category.
  • Establish Time Intervals: Define the measurement interval for service level calculations. For example, choose whether to start measuring from when a call enters the queue or when it begins ringing. Maintain consistent intervals for accuracy.
  • Monitor and Adjust Regularly: Continuously evaluate your service levels and identify areas for improvement. Adjust your strategy as customer expectations evolve or operational challenges arise to maintain effectiveness.
  • Communicate and Train Teams: Share service-level goals and progress with your agents. Provide training and tools to help them achieve targets, fostering accountability and teamwork.