Service Level of 80% Handled in 20 Seconds - Is this an Effective and Efficient Measure?

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Is a call handling service level of 80% of calls handled in 20 seconds an effective and efficient measure?
Research in the past has suggested that operating a call centre to 80/20 is not the most efficient use of resources and does not contribute significantly to customer satisfaction.

Are there any articles on this subject?

Svc Level 80% handled in 20 secs
I would suggest baselining where you currently are and determine how much of a reach that would be for your organization.

I have worked for many organizations shooting for 90% with calls answered in 30 secs.

The additional 10 seconds could make a difference.

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