We've changedn to q 80% in a minute
We used to run to 80% calls in 20 seconds and 80% emails in an hour.
This was easily achieved to the point no calls abandon outside peak and pre covid. We were 400 calls a day, we're now around 1000 calls a day since covid. (i work for a stay cation business)
Realistically due to the sheer growth in volumes, the extra resource required to hit it was huge and too big a cost staffing wise and a big training requirement. When we looked at our average time to abandon when we were busy it was around 3 to 4 minutes, and with covid even longer as customers expecatations changed.
Now we have our SLA we must hit which is 80% call in 1 minute, and our dream target which is still the 80/20 for bragging rights in SMT meetings (but that is all it is)If we are that low at moment, we'd probably move staff to target our huge amount of emails.
I think its important to match up your SLA with your customer expectations as you could find yourself chasing a target at major strain for your staff and your managemnt/ops teams, when actually your customers don't mind waiting a bit longer if they're going to get good service and not feel rushed to get off the phone.