{"id":6442,"date":"2020-08-31T14:09:47","date_gmt":"2020-08-31T07:09:47","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6442"},"modified":"2026-02-05T13:36:02","modified_gmt":"2026-02-05T06:36:02","slug":"how-to-calculate-service-level-in-a-call-center","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/how-to-calculate-service-level-in-a-call-center\/","title":{"rendered":"HOW TO CALCULATE SERVICE LEVEL AGREEMENT IN A CALL CENTER"},"content":{"rendered":"<h2><span style=\"color: #000000;\">Service level agreement in the business call center<\/span><\/h2>\n<p><span style=\"color: #000000;\">In a call center environment, a Service Level Agreement (SLA) is understood as a commitment between the service provider and the customer regarding specific performance standards. SLAs include quantitative targets, such as response time, successful call answer rate, and first contact resolution (FCR) rate. These are not only tools for evaluating effectiveness but also the foundation for building trust between customers and providers.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">In fact, the calculation <span style=\"color: #000000;\">Service Level Agreement<\/span> It's quite simple, but many managers can still make mistakes when calculating. In this article, Bellsystem24 Vietnam will provide you with the formula, calculation method, and necessary notes when determining the service level agreement in a call center.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"color: #000000;\">Service level agreement calculation formula\u00a0<\/span><\/h2>\n<p><span style=\"color: #000000;\">Calculating service level agreements is fairly simple but requires a high degree of accuracy to accurately reflect the operating status of the call center. The most common formula is:<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 15pt;\"><em><span style=\"font-weight: 400; color: #000000;\"><strong><span style=\"color: #2e5d95; font-size: 26pt;\">l\u00a0<\/span>SL =<\/strong>\u00a0(Number of calls answered within service level threshold \/ number of calls received) X 100<\/span><\/em><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\"><strong>For example:<\/strong> N<span style=\"color: #000000;\">If a business sets a target of answering 80% calls within 20 seconds, and within a given time frame, the call center answered 136 calls out of a total of 170 calls, then we have<\/span>\u00a0The following results:\u00a0<\/span><\/p>\n<ul>\n<li style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Number of calls answered within service threshold = 136.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Number of calls received = 170.<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">At this time the service level is: SL = (136\/170) X 100 = 80%.<\/span><\/li>\n<\/ul>\n<blockquote><p><em><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">(To get the above figures, you can perform <span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/blogs\/news\/what-is-acd\/\"><span style=\"color: #ff6600;\">extract data in ACD<\/span><\/a><\/span> from the call center or may collect data from detailed call records (CDR)<\/span><\/em><\/p><\/blockquote>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Service level calculation must be done continuously, and according to a certain time frame, usually call centers will calculate service level every 30 minutes. Because\u00a0<strong>Each different time point will have different indexes,<\/strong>\u00a0Service level at 8:30 am will be different from 8:30 pm (20:30 minutes).<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">By defining service levels at different time points, you will calculate the number of staff needed for each operating hour.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">We have an article on this issue, you can see it here:\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/van-hanh\/setup-and-operation-procedures-for-the-call-center\/\">How to calculate the number of staff for Call center.<\/a><\/span><\/span><\/p>\n<h2><span style=\"color: #000000;\">Do you need to comply with Call center industry standards?<\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">As you know, the standard Service level in the Call center industry is 80\/20, which means that 80% calls received will be answered within the first 20 seconds.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Currently, this is also the standard used by many businesses. However, you can change the Service level standard to match your expectations.\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/blogs\/news\/customer-service-experience\/\">the customer experience<\/a><\/span>\u00a0and the resources you have.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Many businesses want to\u00a0<strong>upgrade SL to 90\/10 threshold<\/strong>\u00a0to improve customer experience and increase operational efficiency, but to do this requires that your operating processes and the quality of your staff are really good and optimal.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\"><strong><span style=\"font-size: 20pt; color: #ff0000;\">!<\/span>\u00a0Note that:<\/strong>\u00a0SL reaching 100% will never happen. We have a customer care case study for our partner to achieve SL up to 99\/20, you can refer to it here:\u00a0<span style=\"color: #b9284e;\"><a style=\"color: #b9284e;\" href=\"https:\/\/bell24vietnam.vn\/en\/case-study\/contact-center-service-quality-in-the-ride-hailing-sector\/\"><span style=\"color: #ff6600;\">Case study achieving a Service Level of 99.11% for Bellsystem24 Vietnam<\/span>.<\/a><\/span><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">You can see the correlation between wait time and customer satisfaction survey in the table below.<\/span><\/p>\n<p><img decoding=\"async\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/file.hstatic.net\/1000400311\/file\/servicelevel_7f1166cfa41044a580b8a55f0e934185.jpg\" alt=\"service level\" \/><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"color: #000000;\">Important considerations when calculating service level agreements<\/span><\/h2>\n<h3>1. The impact of wait time on service level agreements<\/h3>\n<p><span style=\"color: #000000;\">Waiting time is the deciding factor. <a href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/tinh-csat\/\" target=\"_blank\" rel=\"noopener\"><span style=\"color: #ff6600;\">customer satisfaction level<\/span><\/a> and directly impacts Service Level. According to research from Zendesk, 69% customers are willing to switch service providers if the wait time exceeds 1 minute. Therefore, optimizing response time not only helps improve service level agreements but also increases customer satisfaction.<\/span><\/p>\n<p><span style=\"color: #000000;\">For example, in a survey conducted at Bellsystem24 Vietnam, customer satisfaction dropped by 15% when wait times exceeded 30 seconds. This highlights the importance of maintaining wait times within the committed SLA threshold.<\/span><\/p>\n<p><span style=\"color: #000000;\">Continuity in each time frame: Service Level needs to be calculated according to specific time intervals, usually every 30 minutes. This helps accurately reflect demand and performance at different time frames, thereby supporting the optimization of human resources.<\/span><\/p>\n<p><span style=\"color: #000000;\">Handling calls under 5 seconds: Calls with a wait time under 5 seconds, usually due to customers dialing the wrong number, should be excluded to avoid affecting the accuracy of the Service Level. The modified formula could be:<\/span><\/p>\n<h3>2. Should calls with a waiting time of less than 5 seconds be counted?<\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">The appearance of calls with short waiting times of less than 5 seconds may be due to the user dialing the wrong number and then hanging up immediately.<\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-size: 60pt; color: #ff0000;\"><strong>5S<\/strong><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">You can limit the number of calls agents have to answer to users who dial the wrong number by setting up call routing with ACD, avoiding wasting agent time.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 12pt;\"><strong><span style=\"color: #000000;\">You can also calculate service level for this case.<\/span><\/strong><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\"><strong><span style=\"color: #2e5d95; font-size: 26pt;\">l<\/span>SL\u00a0<em>=<\/em><\/strong><em>\u00a0[Number of calls answered within service level threshold \/ (Number of calls received \u2013 Number of calls under 5 seconds) X 100]<\/em><\/span><\/p>\n<h3>3. Notes when reading the ACD data table<\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">On some ACD systems, the service level display can be misleading to many managers.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\"><strong>For example,<\/strong>\u00a0you have a SL standard of 80\/20, which means 80% calls must be answered within the first 20 seconds. When you set this default formula, many ACDs will display 100%, this does not mean that 100% calls you received were answered within 20 seconds. It means that 100% of the 80% calls were answered within the 20 second response standard you set at the beginning.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Similarly, if the statistic is 80%, it means that only 64% of 80% were answered within the 20 second threshold.\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\"><span style=\"font-size: 20pt; color: #ff0000;\"><strong>!<\/strong><\/span>\u00a0This has caused misunderstandings for many managers, you need to take note!<\/span><\/p>\n<h3>4. Fraud in calculating service level agreements when outsourcing call centers<\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">This section is for businesses that are currently implementing or intend to implement <a href=\"https:\/\/bell24vietnam.vn\/en\/customer-care-service\/\" target=\"_blank\" rel=\"noopener\">outsourced call center<\/a> from another supplier. Many cases of manipulation\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/blogs\/news\/kpis-call-center\/\">Key performance indicators in call center operations<\/a><\/span>\u00a0 may occur, significantly affecting the accurate assessment, especially for the lessee.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">When outsourcing Call center, both parties will have\u00a0<strong>SLA agreement<\/strong>\u00a0(Service level agreement: service level agreement), however, some untrustworthy suppliers can manipulate this index using the following tricks.<\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Calculate SL but do not include unanswered calls.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Temporary SL change.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Create a manual call screening team: Create a team of agents who specialize in classifying calls (similar to ACD but done by humans) and record the response time of this classification team to calculate the service level.<\/span><\/li>\n<\/ul>\n<h2>How to improve the index <span style=\"color: #000000;\">Service Level Agreement<\/span><\/h2>\n<p><span style=\"color: #000000;\">To improve <\/span><span style=\"color: #000000;\">Service Level Agreement<\/span><span style=\"color: #000000;\">First, optimize schedules and staffing by using automated scheduling tools (Workforce Management \u2013 WFM) to efficiently allocate personnel according to each time slot. For example, a contact center with a target SLA of 80\/20 (80% of calls answered within 20 seconds) increased its score from 70\/30 to 82\/18 after adding 20% more staff during peak hours. <\/span><\/p>\n<p><span style=\"color: #000000;\">Second, apply automation technologies such as interactive voice response (IVR) systems, chatbots, or artificial intelligence (AI) to handle simple requests, reducing the workload for employees. Specifically:<\/span><\/p>\n<ul>\n<li><span style=\"color: #000000;\"><strong>Interactive Voice Response (IVR) System: I<\/strong>VR helps classify requests as soon as customers contact us, transferring simple calls such as bill inquiries and appointment checks to the automated system.<\/span><\/li>\n<li><span style=\"color: #000000;\"><strong>Chatbots and virtual assistants:<\/strong> Deploy intelligent chatbots to handle common questions, reducing the workload for call center agents.<\/span><\/li>\n<\/ul>\n<p><span style=\"color: #000000;\">Third, reduce the abandonment rate by providing a callback option when the queue is overloaded. An insurance company that implemented the callback feature when the wait time exceeded 3 minutes reduced the abandonment rate from 12% to 5% and increased the SLA from 78% to 85%. <\/span><\/p>\n<p><span style=\"color: #000000;\">Finally, flexible monitoring and adjustment using real-time analytics tools can maintain SLAs even in unexpected situations. For example, an international contact center maintained an SLA of 88% during a promotional campaign by quickly adding staff when call volume surged. <\/span><\/p>\n<p><span style=\"color: #000000;\">Overall, optimizing schedules, applying technology, reducing dropout rates, improving employee skills, and real-time monitoring are effective solutions to improve Service Level Agreements. These measures not only enhance the customer experience but also increase operational efficiency, transforming SLAs from a measurement metric into a foundation for building customer trust and loyalty.<\/span><\/p>\n<h2><span style=\"color: #000000;\">Tell us about your Service Level Agreement goals with Bellsystem24 Vietnam.<\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #000000; font-size: 12pt;\">Connect with us and talk about the service level metrics you want to achieve to improve the quality of your customer journey. We&#039;ll help you make it happen.\u00a0<\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>Service level agreement trong t\u1ed5ng \u0111\u00e0i doanh nghi\u1ec7p Trong m\u00f4i tr\u01b0\u1eddng call center, Service Level Agreement (SLA) \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 [&hellip;]<\/p>","protected":false},"author":1,"featured_media":6443,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[],"class_list":["post-6442","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>C\u00c1CH T\u00cdNH SERVICE LEVEL AGREEMENT TRONG CALL CENTER - Bellsystem24 Vietnam<\/title>\n<meta name=\"description\" content=\"Tr\u00ean th\u1ef1c t\u1ebf, vi\u1ec7c t\u00ednh Service level kh\u00e1 \u0111\u01a1n gi\u1ea3n, nh\u01b0ng nhi\u1ec1u nh\u00e0 qu\u1ea3n l\u00fd v\u1eabn c\u00f3 th\u1ec3 g\u1eb7p sai l\u1ea7m khi t\u00ednh to\u00e1n. 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