Abandon Call, Answering services and Upselling

The Manager’s Guide to Call Center Service Levels

Fonolo

FEBRUARY 9, 2023

Or how many opportunities to upsell a customer were missed because the customer support agent didn’t have the time to build a relationship with the customer? 3. And it’s work that most call center managers don’t have the time or tools to do.

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

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. How Do You Set the Right Service Level for Your Contact Center?

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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