Abandon rate Answering services Self service Surveys 
Fonolo
FEBRUARY 9, 2023
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! Service level came in fourth place, behind customer satisfaction, FCR, and advisor satisfaction!
Fonolo
JUNE 9, 2014
And although an 80/20 service level is still the most common for contact centers, that doesn’t tell the whole story. 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.
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