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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. Were their wait times 30 seconds or 10 minutes? One excellent explanation of the process comes from consultant  Stuart Crutchfield  who suggests the following: How do I want to prioritize my customers’ wait time?

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. Industry consultant Stuart Crutchfield from Genesys suggests starting by asking these three questions: How do I want to prioritize my customers’ wait time? Don’t Get Stuck to an 80/20 Service Level.

Service level 96
Service level Call Center Abandon rate Metrics 96
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