Abandon Call Analysis Benchmark industry standards 
Fonolo
FEBRUARY 9, 2023
Even more astonishing is that most call centers would name the identical target value for that metric: the magical “80/20.” You might be thinking that this standard is based on careful analysis. It was arbitrarily chosen in the early days of call center technology. There is no 80/20 rule or principle at all.
Fonolo
JUNE 9, 2014
Even more astonishing is that most call centers would name the same target value for that metric: the magical “80/20”. One would hope that this standard is based on careful analysis, but in reality, it’s not an 80/20 rule or principle at all. It was arbitrarily chosen in the early days of call center technology.
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