Abandon rate Answering services industry standards Wait times 
Fonolo
FEBRUARY 9, 2023
Whatever the story is, clearly we need to approach this “standard” with skepticism. Let’s say your call center successfully met your 80/20 target all day; so you know that 80% of the calls were answered in less than 20 seconds. Were their wait times 30 seconds or 10 minutes? This variability is critical.
Fonolo
JUNE 9, 2014
Whatever the story is, clearly we need to approach this “standard” with skepticism. The ’80/20 Rule’ is Just an Arbitrary Industry Standard. ” Source: CallCenterHelper, “Are You Delivering Exceptional Customer Service?” How Do You Set the Right Service Level for Your Contact Center?
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