Answering services Healthcare Upselling Wait times 
Fonolo
FEBRUARY 9, 2023
Let’s say your call center successfully met your 80/20 target all day; so you know that 80% of the calls were answered in less than 20 seconds. Were their wait times 30 seconds or 10 minutes? And it’s work that most call center managers don’t have the time or tools to do. This variability is critical.
Fonolo
JUNE 9, 2014
Let’s say your call center successfully met your 80/20 target all day, so you know that 80% of the calls were answered in less than 20 seconds — really that tells you very little about what went on that day: You still don’t know anything… Click To Tweet. Don’t Get Stuck to an 80/20 Service Level.
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