Improvement of Contact Center Service Level

ICON Communications Centres



ICON could meet all the agreed KPIs except for Service Level (SL), where they continued facing challenges. Their average performance was between 85% and 90%. For this, they incurred financial penalties.

The average performance was between 85% and 90%. Their target was to answer 93% of all calls coming through the High Priority number within 20 seconds.

Primary Results
Average service level of 96.01% achieved after improvements implemented.

Secondary Benefits 
ICON did not have to pay penalties imposed by their client for failing to achieve service levels.

“The collaboration between Elevēo & ICON proved to be very rewarding. Elevēo’s approach and pragmatism helped to identify quick wins and long term improvements whilst the relationship they built with the team at ICON ensured buy-in at all levels. Ultimately the proof is in the results and following the consultancy period ICON achieved KPI performance across the board and more importantly have maintained it to this date. Thank you Elevēo!”

Mark Matthews
Site Director


Back to Blog

Related Articles

Maximizing Call-Recording Reliability and Easing Call-Data Access in Healthcare Contact Centers

Elevēo tools support call-recording, compliance and customer satisfaction efforts across a major...

CEC Bank, getting big results out of a small contact center with Elevēo

CEC Bank set up their contact center to handle telephone banking transactions. Call Recording was...

15% increase in QM productivity as a result of simplified reporting and centralized collection and storage

Česká Pojisťovna, the member of Generali CEE Holding, needed a user-friendly tool to provide clear...



Prague, Czech Republic

+420 222 554 112


Franklin, Tennessee

+1 (615) 224-3414


Košice, Slovakia

+421 948 892 189

Keep in touch with us

Copyright © 2023 Eleveo. All rights reserved.