Operational Indicators – Sevice Levels, ASA & Occupancy Rate
Taylor Reach Group
MARCH 19, 2018
time spent by the customers navigating the IVR menu). Many Contact Center managers assume that a target Service Level of 80 -20 is the industry standard and therefore use that as their own target. Keep in mind that this is time in the queue only and a customer may have already spent additional time in the IVR.
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