2019, Abandon Call, Abandon rate and Surveys

Search:

DAY

WEEK

MONTH

YEAR

Select your country:
Sign up | Log in

2019

Abandon Call

Abandon rate

Surveys

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

Fonolo

SEPTEMBER 4, 2019

A new survey from Call Centre Helper confirms that the reign of 80/20 continues, but there is more to the story. The report surveyed over 250 contact centers, asking questions about how companies are delivering customer service over voice, email, chat, and social media. 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

A recent report by Natterbox, NICE InContact, Jabra, and Serenova that surveyed 250 contact centers found that there are, in fact, a wide range of service levels in use today, ranging from 50/40 to 100/180. ” – 2019. Here’s a great case study on a company that reduced abandonment rate: First Service Credit Union.

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

Stay Connected