% of calls answered in "x" seconds and what are companies moving more towards? 80/20, 80/30, 80/60?

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% of calls answered in "x" seconds and what are companies moving more towards? 80/20, 80/30, 80/60?
I know this question gets posted often. I'm a WFM Manager in mid level insurance company and we're currently at an 80/20 and we're looking to adjust to fit our customers. What is the current trend? Are you adjusting to an 80/60, focusing more on FCR and not AHT? I'm trying to get an idea on what people are moving more too?

Analysis of how chan...
Analysis of how changing your service level / queue time impacts your abandon rates and customer satisfaction scores will help you to determine if you it is worth relaxing your SLA from 80/20.

For more general trends, we asked over 250 industry professionals what SLA they target on the phone, email, live chat and social media. The results can be found in the following report: https://www.callcentrehelper.com/resource.php?id=706

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