Grade Of Service

Hi, I’m so happy to see you here. I’m Conviner - your call center terminology assistant. 

BPOs typically aim for a Grade of Service of around 80%, meaning that 80% of calls are answered within a specified time frame, as exceeding this target can result in higher costs due to overstaffing.

What is Grade of Service (GOS) in Call Centers?

Grade of Service (GOS) is a crucial metric in call centers that measures how efficiently calls are answered within a set time threshold. It’s a key indicator of call center performance and customer satisfaction.

What is a Service Call?

A service call is any customer interaction in which a call center addresses an issue or request, from inquiries to problem resolutions. Understanding what constitutes a service call is crucial for accurately assessing GOS.

Key Factors Influencing Grade of Service in Call Centers

• Call Volume: High call volume can overwhelm agents and lower GOS. Proper staffing is key.
• Response Time: Shorter response times improve GOS and customer satisfaction.
• Agent Efficiency: Well-trained agents handle calls faster, improving GOS.

Improving Grade of Service in Call Centers

• Optimize Staffing: Match call volume with the right number of agents.
• Intelligent Call Routing: Direct calls to the right agents quickly to reduce wait times.
• Training and Monitoring: Continuous training and real-time performance feedback help agents improve.
• Leverage Technology: Use AI-powered tools (like Convin) to assist agents in real-time and reduce call handling time.

That was wholesome, wasn’t it? Look out for more terms in our call center glossary. 

Improve your grade of service starting now!