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The Manager’s Guide to Call Center Service Levels

Fonolo

FEBRUARY 9, 2023

Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology. So if your average speed of answer service level is currently operating under 80/20, odds are good those numbers are not t he right ones for your call center, and the proper analysis was never done!

Service level 142
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

Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology. If they found a low correlation between the two metrics, there is a business case for lowering SLAs … [but] If you were to do this … look at the impact service level has on your abandon rate, to ensure that you won’t lose too many calls.

Service level 96
Service level Call Center Abandon rate Metrics 96
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