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Glossary

What is Grade of Service?

Grade of Service is measured according to the following formula:

GoS = number of blocked calls/ number of offered calls

The Term Grade of service also known as TSF is a metric used by call center outsourcing to calculate the probability of a call being blocked or delayed more than a specified interval and expressed as a decimal fraction.

It is the probability that a call will not be connected to the system as all lines are busy. It helps in determining whether to accept customer calls, reroute the call to alternative equipment or mode of communication such as chatbot and recorded messages or to reject the call.

Rejected calls occur as a result of heavy traffic loads (congestion) on the system and can result in the call either being delayed or lost. If a call is delayed, the user simply has to wait for the traffic to decrease, however, if a call is lost then it is removed from the system. This may hamper the call center services.

Grade of service is the percentage of calls answered within the time frame specified by businesses. The Grade of Service is one aspect of the quality a customer can expect to experience when making a telephone call, which can reflect the persona of the organization served by the team of online reputation management services.

Grade of service is the traffic congestion that occurs in the telephone network. Congestion in the network results in a lost call scenario. Hence traffic carried equals total traffic offered minus total traffic lost.

The targets aligned with your business objectives by asking simple questions.

How critical is it for your business if customers have to wait?

In an emergency services setting, they have service level targets as high as 100% whereby in the public service, where perhaps there is no alternative for the customer's grade of service can be more than 70%.

In a revenue-generating center where every call can result in sale, it makes commercial sense to have a high grade of service target so you don’t lose sales.

In service, it’s not as forcibly obvious, however nearly every study on customer experience suggests that when customers don't like the service you provide, they will go to another service provider. Ultimately, the right grade of target for your business needs to weigh up a range of factors including - budgets, consumer expectations, and more.

Is there any industry data on the grade of service?

As we mentioned above, the most important benchmark is your customer’s tolerances for waiting but if you’d like to know what every one else is doing, the most recent Australian survey contain data on Grade of Service that was back in Jan 2018 by a company called Fifth Quadrant. The most common Service Level targets were: -

80% calls answered in 20 seconds

80% calls answered in 30 seconds

80% calls answered in 50 seconds

80% calls answered in 7 seconds

Remember one thing if you want to achieve a higher service level, you’ll require more resources.

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