アナリティクス
Service level
別名： 80/20 rule · service level agreement
Service level is the percentage of contacts answered within a defined time threshold, written as two numbers: 80/20 means 80% of calls answered within 20 seconds.
The 80/20 target is the most widely used figure in the industry and the most widely misunderstood. It is a convention that spread by repetition, not a researched optimum — Call Centre Helper states plainly that it is a convention rather than best practice. Plenty of centres run 90% in 15 seconds; others deliberately accept a lower service level where cost matters more than speed of answer.
Service level is a distribution, not an average, which is why it is more useful than average speed of answer alone. A queue can post a healthy ASA while a long tail of callers waits several minutes.
Raising service level costs agents at an accelerating rate. Moving from 70% to 80% is usually cheap; moving from 90% to 95% can cost as much again, because each additional agent absorbs less incremental waiting.
よくある質問
What does 80/20 mean in a call centre?
80% of calls answered within 20 seconds. The first number is the percentage of contacts, the second is the threshold in seconds.
Is 80/20 the industry standard service level?
It is the most common convention, not a standard. It has no research basis as an optimum — it became ubiquitous through repetition. Choose the target your customers and budget actually justify.
関連用語
Service levelを実際の通話で見る。
30分のデモを予約して、Finnがインバウンドとアウトバウンドの通話を最初から最後まで処理する様子をご覧ください——組み立てるべきスタックは不要です。