What is a Service Level Agreement?
Also called: SLA, Service Level
A Service Level Agreement (SLA) in contact centers defines the target percentage of calls that should be answered within a specific time frame. The most common SLA is '80/20'—80% of calls answered within 20 seconds. SLAs drive staffing decisions, performance measurement, and often carry contractual penalties for non-compliance.
Common SLA Targets
- 80/20 — 80% of calls answered within 20 seconds (industry standard)
- 90/60 — 90% answered within 60 seconds (less aggressive)
- 95/10 — 95% answered within 10 seconds (premium service)
Calculating Service Level
Service Level = (Calls Answered Within Target / Total Calls Offered) × 100
Abandoned calls may or may not count against service level depending on how the SLA is defined.
Meeting SLAs
Key factors for achieving service levels:
- Accurate forecasting and scheduling via WFM
- Strong schedule adherence
- Managing shrinkage effectively
- Real-time monitoring and adjustment
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