While this will never be accurate, it will help you make the most australia phone number resource informed decisions about how to allocate your employees. Service levels now, once you have your staff in place and the calls start rolling in, you're going to want to keep a close eye on service levels so you can make more defined adjustments. Service level is the percentage of calls answered within a specific time frame. Most inbound call centers use the percentage of calls answered in seconds or less. Meeting or missing service level goals can tell you a lot about staffing and whether it needs to be raised or lowered.
While service level is typically measured over the course of a full day, I encourage you to dig into the details and watch this metric at specific intervals. Just because you hit your service level for the day doesn't mean there aren't opportunities to adjust your staffing at certain times of the day. If you're meeting service levels easily, you may want to check your occupancy rates, as your agents may be idle for long periods of time between calls, costing your company extra money that you don't need to spend .
