[imran94]

I have been hearing the definition of service level as "Total number of calls answered by an agent within the time period (20 secs) divided by the total number of call offered (Answered plus abandoned) then expressed as a percentage."

In the above definition, what is the difference between the calls answered and calls offered. It states calls answered in 20 seconds divided by the total number of calls offered....but offered in what time?

I would appreciate if someone can please explain the real definition of service level in an outbound call center, the tool(s) used to calculate service level, how can the service level be controlled and the factors effecting SL.

Thanks a millions!!!