Telephone Service Factor:

Also called as Service Level is defined as the percentage of incoming calls that are answered within a specified threshold: "X% of calls answered in Y seconds." It measures the performance of a contact center. Certain goals are defined and the service level gives the percentage to which they should be achieved.


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A glossary of keywords, acronyms and general terminology used in day-to-day professional work, Call Center. If you would like to add to, edit or comment on this page, please drop us a line at info@callcenter-iq.com



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