How to Calculate Service Level: Complete Guide

Learn the service level formula, see step-by-step examples, and discover best practices for measuring and improving service level in your call center.

AI Insight Summary

Service level is calculated as (Calls Answered Within Threshold / Total Calls Offered) × 100. Common targets are 80/20 (80% answered in 20 seconds). Only answered calls count; abandoned calls are excluded from the numerator but included in the denominator.

Formula: (Calls Answered Within Threshold / Total Calls Offered) × 100
Common target: 80/20 (80% of calls answered within 20 seconds)
Only answered calls count in numerator; abandoned calls excluded
Abandoned calls included in denominator (total calls offered)
Industry standard: 80/20 for customer service, 80/15 for sales

The Service Level Formula

Service Level = (Calls Answered Within Threshold / Total Calls Offered) × 100

Calls Answered Within Threshold: The number of calls answered by an agent within your specified time threshold (e.g., within 20 seconds).

Total Calls Offered: The total number of calls that entered your call center system, including answered calls, abandoned calls, and calls still in queue.

Important: Abandoned calls are included in the denominator (Total Calls Offered) but NOT in the numerator (Calls Answered Within Threshold). This means abandoned calls negatively impact service level.

Step-by-Step Calculation

Define Your Service Level Target

Establish your service level target (e.g., 80/20 means 80% of calls answered within 20 seconds). Consider industry standards, customer expectations, and business requirements.

Collect Call Data

Gather data on total calls offered and calls answered within your time threshold. Most contact center platforms provide this data automatically.

Apply the Formula

Use the formula: Service Level = (Calls Answered Within Threshold / Total Calls Offered) × 100. Only answered calls count in the numerator; abandoned calls are excluded.

Calculate Your Service Level

Divide calls answered within threshold by total calls offered, then multiply by 100 to get your service level percentage.

Compare to Target

Compare your calculated service level to your target. If below target, identify improvement opportunities such as staffing adjustments or process optimization.

Example Calculation

Scenario:

• Total calls offered: 1,000
• Calls answered within 20 seconds: 750
• Calls answered after 20 seconds: 150
• Abandoned calls: 100

Calculation:

Service Level = (750 / 1,000) × 100

Service Level = 0.75 × 100

Service Level = 75%

Result: You achieved 75% service level. If your target is 80/20, you need to improve by answering 50 more calls within 20 seconds (800 out of 1,000 = 80%).

Industry Benchmarks

Industry	Service Level Target
Customer Service	80/20 (80% in 20 seconds)
Sales	80/15 or 90/20
Technical Support	80/30 or 80/60
Emergency Services	95/10 or higher

How to Improve Service Level

Increase Staffing

Add more agents during peak periods to handle higher call volumes and reduce wait times.

Improve Forecasting

Use accurate demand forecasting to ensure adequate staffing levels match call volume patterns.

Ensure Schedule Adherence

Ensure agents follow schedules and are available when needed to maintain planned staffing levels.

Reduce Handle Time

Optimize processes and provide tools to reduce average handle time, enabling agents to handle more calls.

Automate Service Level Monitoring

Oversai provides real-time service level monitoring and analytics to help you achieve and maintain your service level targets.

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