Service level is defined as the percentage of incoming calls answered within a certain time period, usually expressed as a percentage answered within a set number of seconds. Key factors that affect a company's ability to meet its service levels include average handle time per call, accuracy of call volume forecasting, employee attendance and schedule adherence, reliability of software/tools, unexpected call volumes or types, high employee turnover rates, and prior performance in meeting service levels. Budget, customer needs and satisfaction, employee satisfaction, and competition also influence what service levels a company sets.