Maintaining high service levels: A guide for call centers

A call center’s best weapon for achieving good service level standards is its communications or contact center platform. This software will help you not only be responsive to customers and callers, but also give you useful data and analytics on your SLAs. We’ll get into this more in just a bit.

Calculating the service level of your call center is a great way to see how effective your strategy is, but looking for the initial data can be time-consuming. Dialpad has a handy ‘call center alert’ feature available from the dashboard that gives users a clear overview of their overall service level (calls answered and service level threshold).

If you can give your customers self-service options, do it! Having a thorough Help Center with FAQ articles on your website can go a long way in helping your customers find answers to basic questions on your own—which frees up your agents to tackle the more complicated questions that require human intervention. Don’t overlook self-service—it’s a key component in many healthy contact centers!

If you’re looking for a cloud communication platform to boost your call center service level across live chat and phone calls, check out Dialpad Ai Contact Center, which makes your agents' lives easier because they can both message and have phone calls with customers—in the same platform!