Why an 80/20 Service Level is Wrong for Your Call Center


In the world of contact center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. And, second, no one knows where this standard came from!

Is an 80/20 Service Level Your Call Center’s ‘North Star’?


Call centers are highly focused on metrics too. If most call center teams had to pick a “North Star” it would be service level, which measures the length of time callers wait to reach an agent. An “80/20″ service level means 80% of calls answered in 20 seconds.

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Call Center 101 – The Golden Rules of SLAs [Whitepaper]


Come into the classroom, sit down, and let us begin today’s four-part lesson: Call Center 101 – The Golden Rules of SLAs. Anyone working in the service industry, be it in retail, health or finance, should get the low-down on Service Level Agreements (SLAs), and fast.

What is Call Center Average Wait Time and 3 Ways to Reduce It


“Your Call Is Important To Us” When your customers hear that, do they really believe it? Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a contact center key performance indicator for just that reason.

Managing Call Queues for Customer Service Call Centers

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Call queues are central to the effectiveness of call centers and customer service. Call centers use a variety of methods, tools, and practices to lower the average time that a caller spends in the call queue. What is a Call Queue? On-Call Agents.

5 Popular Call Center Benchmarks – How Do You Stack Up?


There’s a quote that many managers — across industries — live by. There’s no question that benchmarking and measurement are important if you want to improve anything in your contact center, but you still have to be careful about how you approach it. Abandonment Rate.

The Road to Deploying a Call Center System Doesn’t Have to be Bumpy: 4 Essential Steps Toward a Smoother Transition with New Tech


And without a high-performing call center, it’s difficult to deliver the standout service customers have come to expect. Your call center agents. When you deploy a call center with the right tools, your customer service agents are your greatest resource. Modern contact center agents are almost like user experience researchers for your company. Adding new tech to your call center can get messy without a plan in place.

Contact Centers Focusing Less on 80/20 Service Level


In the wide world of call center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly calls are answered by agents. Its origins go back over 5 decades, to the earliest days of call centers.

Infographic: 6 Small Changes That’ll Make a Big Difference in Your Contact Center


While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems. Call-Backs.