How to Calculate Your Weighted Average Service Level

In this video, I talk about how to calculate the weighted average service level in your contact centre. Which is probably the most important measure of success from a customer perspective.
It is essential to report accurate numbers as there could be significant impacts on the business if your figures are miscalculated.
Please note: The total call volume is 20,535. Between 0:57 and 1:15 it says 20,353. This is incorrect, applogies.

[@CantDentgaming]

i had 25 attempt on my exam and because of this tutorial I pass

[@LuisAngel2015]

Good videos.. very educational!

[@CareforCustomers]

Luis, thank you for the kind words. Hope it helps you and your team.

[@NOHIFAH]

Amazing videos as always but I think you should think about making playlists.

[@CareforCustomers]

I'd like to know the value you see in that suggestion. Please email me at [e-mail] when you have a chance.

[@SunilSharma-fx3md]

Really great 👍

[@CareforCustomers]

Thank you! Cheers!

[@crazyfoodxy7660]

Thanks

[@CareforCustomers]

Welcome

[@เรียนภาษาอังกฤษวันนี้]

Man! I like you! I like you a lot!

[@clivewoodrow8274]

Thank you for your kind words.

[@CareforCustomers]

Those are very kind words.

[@christopherramos1540]

Question: Why couldn't you just divide the total number answered within the threshold by the total amount of calls? Example: Week One: Goal of 10 seconds or less, Total calls 20, Calls answered within threshold: 10. Services levels in total: 50% for the week? Is this another way of doing it or would this be inaccurate?

[@CareforCustomers]

Christopher, your math will work as well. In fact, it is easier to do - so thank you.
One of the reasons for the video was to introduce the idea of weighted averages, as it forces one to look a little deeper into the drivers in your business. It is good to understand what factors have the most impact. You can extend the thinking to Agent AHT and call volume. Averaging just the agents AHT without considering their call volume can be misleading.
Many thanks.

[@christopherramos1540]

@@CareforCustomers thanks for the answer. I love this channel. Keep it up!

[@maryaqamar6996]

Explain Utilization

[@CareforCustomers]

Simply put, how busy an Agent or a group of agents are in a period of time (usually 1 hour). If an Agent works (take calls, email, chats, etc) for a total of 42 minutes in an hour, their utilization is 70% (42/60). Does that help?

[@exambuzz9505]

ens you email pls reply

[@CareforCustomers]

Not sure I received it. Try [e-mail]

[@CareforCustomers]

oops - [e-mail]