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


That exact combination is considered by many to be an industry standard. Many people assume this standard is based on careful analysis which revealed that 80/20 was a good target to set, but in reality, it appears 80/20 was arbitrarily chosen in the early days of call center technology.

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


It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. One would hope that this standard is based on careful analysis, but in reality, it’s not an 80/20 rule or principle at all.

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


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. The most-used industry standard is “80/20” (whereby 80 percent of inbound calls are answered within 20 seconds).

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


The traditional call center industry standard service level is 80/20, or 80% of calls answered within 20 seconds, but there are a few reasons why this might not always be an optimal number. This is also known as Abandonment Rate , another important call center metric.

Contact Centers Focusing Less on 80/20 Service Level


It gives the industry a universally understood way to talk about how quickly calls are answered by agents. As mentioned above, that exact combination is considered by many to be an industry standard. What’s Inside: Occupancy Rate. Abandonment Rate.

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


There’s a quote that many managers — across industries — live by. Abandonment Rate. Process benchmarking measures the performance of one of your contact center’s business processes across industries. Abandonment Rate.

TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)


Call Abandonment Rate. Occupancy Rate. Transfer rate. Contact Rate. Hit Rate. Success Rate. How to calculate the FCR rate? Call Abandonment Rate. What does call center abandonment rate calculation look like? Hit Rate.

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


As we wind down the year, one exploding with news of mergers, acquisitions, emerging technologies, dying technologies, and the like, sometimes it’s good to go back to basics when the volume on industry news and trends has been turned up to dizzying, deafening degrees.

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


Which vendors have strong reputations in the industry and why? Look ahead at trends in your industry and keep close contact with your vendor so you know how to jump ahead when necessary. Create a process for your team to consistently track important call center metrics , like customer satisfaction, first contact resolution, and abandon rate. Business is all about competition. Today, the big player in that competition is customer experience.