2004 Consulting Healthcare Wait times 
Fonolo
FEBRUARY 9, 2023
With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology. Were their wait times 30 seconds or 10 minutes?
Fonolo
JUNE 9, 2014
With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. Service level is always given as a pair of numbers: A percentage value and a time value in seconds; it has nothing to do with the Pareto Principle.
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