It helps managers evaluate the performance vietnam telegramof operators and resource allocation. For example, if the SL indicator is low, this may indicate a shortage of operators or inefficient distribution of working time. Implementation of measures to improve SL, such as optimization of work schedules, implementation of modern technologies, helps to reduce customer waiting time and increase overall call center productivity. SL is not just a number. planning. Maintaining a high level of the indicator requires constant monitoring and adjustment of processes.
Methods of measuring SL The most common methods are: percentage of calls answered within a specified time (e.g. % of calls within seconds). average call waiting time. percentage of missed calls. Each of these methods allows you to obtain accurate data, but the choice of a specific method depends on the goals and objectives set for the call center. Different tools and technologies are used to measure SL. Modern CCs are equipped with software solutions that automatically collect and analyze SL data.