Abandon Call Answering services Benchmark Self service 
Fonolo
FEBRUARY 9, 2023
And it’s work that most call center managers don’t have the time or tools to do. So if your average speed of answer service level is currently operating under 80/20, odds are good those numbers are not t he right ones for your call center, and the proper analysis was never done!
Fonolo
JUNE 9, 2014
Ways to meet your agreed service level — 80/20 or not — is for another blog. But regarding the abandon rate issue mentioned in that last sentence: A great way to reduce — or even eliminate — abandoned calls is to replace hold times with a call-back. How Do You Set the Right Service Level for Your Contact Center?
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