Customer service KPIs that can be used include average wait time, total service time, response time, and satisfaction level , among others.
However, it is possible to measure service level using formulas. This allows us to determine whether or not the company complies with the SLA requirements. However, the values will rich people database depend on the type of service provided.
Let's see this with an example. Let's say you want to know the SLA of a call center.
If the SLA states that calls must be answered within 20 seconds to provide a good level of service, then the formula would be:
Therefore, if the call center received 100 calls, of which 80 were answered within 20 seconds, the calculation would be as follows:
Service Level = 80/100 = 0.8 (80%)
But what would the calculation be if it were for items sold? Let's see:
Service Level = Number of items sold/(Number of items out of stock + Number of items sold)
Therefore, if 45,000 items were sold, but 3,420 items were not available, the formula to achieve the service level would be.