Service levels (a snapshot) As stated, Service Levels indicate that The Centre is meeting one of its main objectives. Below the critical columns have been highlighted to show how performance is impacted. It is very important that the daily level not drop below 75% on each line, i.e. Quotations and Policy Info. The critical columns to be focused on are: • Within Service Level – the percentage of calls answered for that particular day • Arrivals – the total number of calls offered to the contact centre for that particular day • Aban. Calls (Abandoned Calls) – the number of calls which were not taken by a CSR or did not make a connection to a CSR (dropped calls) • Avg Speed Ans (Average Speed of Answer) – the overall answer speed (time) taken to answer a ringing call • Avg Hold Time (Average Hold Time) – The average time customers have been on hold
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