What is Grade of Service (GOS)?
Grade of Service (GOS) is a metric used in telecommunications and call centers to measure the quality of service provided, particularly in terms of the percentage of calls that are blocked or delayed due to insufficient capacity.
Why GOS is Important
– Ensures sufficient infrastructure to meet call demand
– Helps determine if additional trunk lines or agents are needed
– Prevents customer dissatisfaction from busy signals or long wait times
How GOS is Calculated
GOS = (Number of Blocked Calls / Total Call Attempts) × 100
Lower GOS percentages indicate higher quality service, where most calls are answered without delay.
Types of GOS Benchmarks
Telecom GOS
Measures line congestion or call blocking.
Contact Center GOS
Focuses on answered calls within a target threshold (e.g., 80/20 rule).
Best Practices for Optimizing GOS
– Monitor call traffic trends and peaks
– Use forecasting to ensure adequate staffing and line capacity
– Employ overflow routing or callback options during busy periods
Related Topics for Further Reading
– Blockage
– Service Level Agreements (SLAs)
– Call Forecasting
– Queue Management
