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The formula. Service level = [ Number of calls answered within the service level threshold] / [Number of calls offered] * 100. This then gives you a percentage service level. Itâs really as easy as this. For example, if a company has an objective to answer 80% of all calls within 20 seconds, the Service Level Threshold is 20 seconds.
For example, a service level of 90% can be achieved if 9 out of every 10 phone calls are answered before the established time limit. There are multiple approaches to determining service levels, each involving how call centers define abandoned calls. They may be treated, for instance, as:1  Missed opportunities (counted against the service level). 2  Ignored (unavoidable and a part of doing business). 3  Completed (where the caller would have been serviced properly without a premature abandonment of the call when the wait time is reasonably short).here are multiple approaches to determining service levels, each involving how call centers define abandoned calls. They may be treated, for instance, as: 1  Missed opportunities (counted against the service level). 2  Ignored (unavoidable and a part of doing business).