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New Survey on Service Level: 80/20 Is Still Going Strong

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If they found 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. It would be great to see this same chart updated for 2019.

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Why an 80/20 Service Level is Wrong for Your Call Center

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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. ” – 2019. How Do You Set the Right Service Level for Your Contact Center?