Answering services industry standards Self service Surveys 
Fonolo
FEBRUARY 9, 2023
Whatever the story is, clearly we need to approach this “standard” with skepticism. So if your average speed of answer service level is currently operating under 80/20, odds are good those numbers are not t he right ones for your call center, and the proper analysis was never done!
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. And although an 80/20 service level is still the most common for contact centers, that doesn’t tell the whole story.
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