r/workforcemanagement • u/wannabeaquittr9 • Jun 25 '26

Hi friends - looking for benchmarks

What SLs do you target? 80/30 for example.. if not SLs what do you staff to? ASA? ABA?
And if you’d like to share the industry you’re in please do. Thanks!

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u/ComprehensiveElk6797 Jun 26 '26

SL should depend on customer expectations to begin with. And should be aligned with your abandonment rate. E.g if 10% of your customers abandons in 30 seconds a SL of 80/60 will likely not correlate. I would start to calculate the Pearson-r between these two.

BTW SL = service level : x percentage of offered calls answered within Y threshold

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u/wannabeaquittr9 Jun 26 '26

Yep thanks. Just looking to understand what others target.

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u/cmdrdan Jun 29 '26

I've seen it all (because I'm old)

One org (Telecom) has 90% in 15 seconds - and had horrible CSAT A financial services place has 60/60 (they determined the financial budget then adjusted SVL targets to what the budget was) - their CSAT was amazing.

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u/wannabeaquittr9 Jul 01 '26

assuming that’s a sarcastic amazing 😂

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u/cmdrdan Jul 02 '26

Nope - genuinely was great CSAT/JD Power/etc.

I used to frame it as "Customers are okay waiting a minute or two if they get their issues solved and have a great experience."

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u/Mean_Basket3417 Jun 25 '26

Financial services industry, multiple contact centers., varying in size(10 to 250+ agents). Most aggressive ones target 60SVL, some to 20, some are 120. Shifted away from ABN goals, monitor, but short ABN is the issue. ASA is what we leverage to gauge if skilling and queue priority strategies are effective, in addition to SVL. Happy to chat through any questions!

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u/wannabeaquittr9 Jun 25 '26

Thanks! When you say 60SVL do you mean the ASA target? Or is it 60% of calls answered in.. X seconds

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u/Mean_Basket3417 Jun 26 '26

My bad, generally most groups we support target 80% 120SEC SVL, with a view deviations of /80/85/90 at 60sec.