Abandon Call Consulting Customer Service industry standards 
Fonolo
FEBRUARY 9, 2023
For some outsourced call centers (BPOs), missing a service level could result in financial penalties — or even the loss of their contract! With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation.
Taylor Reach Group
MARCH 19, 2018
Measured over a week could mean missing the service level Monday through Wednesday and making up the service level over the balance of the week. A third factor or metric is often added to Service Level: that is Abandoned Calls.
Fonolo
JUNE 9, 2014
For some outsourced call centers (BPOs), missing a service level could result in financial penalties — or even the loss of their contract! With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. ” – 2019.
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