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