Abandon Call, Answering services and industry standards

The Manager’s Guide to Call Center Service Levels

Fonolo

FEBRUARY 9, 2023

Whatever the story is, clearly we need to approach this “standard” with skepticism. And it’s work that most call center managers don’t have the time or tools to do. TIP: A great way to reduce — or even eliminate — abandoned calls is to replace hold times with a call-back solution!

Service level

Service level Call Center Abandon rate Metrics

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. Handpicked related content: The Golden Rules of Call Center SLAs. The ’80/20 Rule’ is Just an Arbitrary Industry Standard. Ways to meet your agreed service level — 80/20 or not — is for another blog.

Service level

Service level Call Center Abandon rate Metrics

Customer Contact Central

The Manager’s Guide to Call Center Service Levels

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

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