Customer Feedback for ASA

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Customer Feedback for ASA
We aim to answer 80% of calls within 20 seconds and to have no more than 2% of calls abandoned after 20 seconds
These targets are ambitious against the industry standard but are often met, if not exceeded
This results in an inflated team size – designed to meet service levels, not volume of calls – with twice the industry average of idle time waiting for the next call.
Has any one got any research or asked their customer base how important speed of answer is to them that they would be prepared to share

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