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The Manager’s Guide to Call Center Service Levels

Fonolo

FEBRUARY 9, 2023

An 80/20 service level in a call center simply means that 80 percent of the calls will be answered within 20 seconds. Where Did the 80/20 Service Level Rule Come From? Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology.

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Service level Call Center Abandon rate Metrics 142
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Why an 80/20 Service Level is Wrong for Your Call Center

Fonolo

JUNE 9, 2014

An 80-20 service level in a call center simply means that 80 percent of the calls will be answered within 20 seconds. Where Did the 80/20 Service Level Rule Come From? Even more astonishing is that most call centers would name the same target value for that metric: the magical “80/20”. ” – 2019.

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Service level Call Center Abandon rate Metrics 96
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