2019, Abandon Call, Abandon rate and Metrics

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2019

Abandon Call

Abandon rate

Metrics

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

Fonolo

SEPTEMBER 4, 2019

When it comes to metrics for tracking call center performance, service level is the undeniable king of the hill. It’s a measure of how quickly calls are answered by agents. The most typical target is “80/20” which means 80% of calls are answered within 20 seconds. It would be great to see this same chart updated for 2019.

Service level

Service level Surveys Abandon rate Call Center

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

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Its origins go back over 5 decades, to the earliest days of call centers.

Service level

Service level Call Center Abandon rate Metrics

Customer Contact Central

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

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

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