2004 Abandon Call Customer Service Wait times 
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. This variability is critical.
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.
Expert insights. Personalized for you.
142 
Let's personalize your content