Analytics contact center associations Service level 
The Northridge Group
AUGUST 23, 2022
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. First Contact Resolution (FCR). These KPIs include: Average Handle Time (AHT).
Call Center Weekly
SEPTEMBER 13, 2018
Service level measures the % of calls answered in a # of seconds. Most callers will not be bothered by waits of less than a minute – provided the quality of service is good. You must answer the phone to provide the service or close the sale. When callers wait “too long” they become frustrated and they don’t feel valued.
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