Just to add to that one thing the formula they used to calculate SL which is always dependant on the Call center,
(Calls Answered within SL Threshold / Calls Offered ) *100
The variations are always with the Calls Offered. For example some Call Centers will state that the Offered can only include Calls that were Answered within Service + Calls Abandoned after Service + Calls Answered after Service. Another variation may include the same formula only no abandons or even adding in abandons that were before Service Level. It all depends on what you as a Call Center manager thinks is fair. The first example is commonly used denominator in many Call Centers.
Sergio Bogani
Secamer Corporation
sjbogani@secamer.com