10 Causes of Low Service Level in the Call Center

Understanding the Causes of Low Service Level in the Call Center

There are many factors that can contribute to a decline in service level. In order to make effective decisions to enhance service level, you must first understand what factors affect it. Below are the 10 most common causes of low service level:

1) Low Schedule Adherence

Schedule adherence is a benchmark that measures whether or not agents show up to work on time, start fielding calls when expected, take breaks at appropriate times and go to lunch according to schedule. Low schedule adherence affects service level because when the number of agents fielding calls is different from what is expected, the team will be less capable of handling call volume changes.

2) High Absenteeism

Absenteeism is defined as the number of days an agent doesn’t come to work due to illness and unauthorized absences. High absenteeism rates results in fewer agents fielding calls and an inevitable decline in service level if management cannot make adjustments accordingly.

3) Calls Take Longer Than Expected

When calls take longer than expected, more agents will be tied up with callers and service level will decline. When your company has product issues (i.e. your website goes down, there is a bug in your software, your new product is glitchy, etc.), training issues (i.e. agents aren’t fully prepared to meet customer’s needs), when unexpected events occur (i.e. your servers go down due to a power outage, your sales team can’t be in the field due to a natural disaster, etc.) or when you have many new agents fielding calls, calls will take longer than expected and service level will decline.

4) Inaccurate Call Forecasting

Call forecasting is a complex task that requires taking into account call history, company promotions, product bugs, seasonal rushes, day of the week, time of day, holidays, etc. It is critical for staffing and scheduling and will have a large impact on service level. If call volume is higher than predicted, there will not be enough agents on staff to field all calls and service level will decline.

5) Less Than Optimal Scheduling

Scheduling agents is also a complex task that involves taking into account vacation days, sick days, historical call volume and promotions as well as amount of time spent on calls, breaks, after call work, providing support on different channels (i.e. chat, email, phone, social media, etc.) and in meetings. When scheduling doesn’t take into consideration all factors that might affect agents while they are at work as well as accurately predict call volume fluctuations, scheduling may be less than optimal and service level will likely decline.  Additionally, the more strict and rigid the schedule, the less likely staff will be able to handle changes in call volume and service level will decline. Having some flexibility in scheduling is very helpful when call volume increases unexpectedly and having a few more hands on deck is all that is needed to keep service level high.