Analysis Answering services industry standards outsourcing 
Fonolo
FEBRUARY 9, 2023
Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority. Whatever the story is, clearly we need to approach this “standard” with skepticism.
Fonolo
JUNE 9, 2014
Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority. 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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