The Forum's Customer Strategy & Planning conference speakers for 2021 are a wide variety of experts and professionals.
When The Forum first started 25-years ago, in March 2000, the industry standard service level was often discussed with many organisations using 80% of calls in 20 seconds. 25-years later we unfortunately, still hear and see 80%/20-seconds being quoted as “industry standard”. However, our latest research confirms what many of us have been thinking. The 80/20 is still the most common but we can see that it is now only used by a small percentage of our members. People are now finding the right service level to balance the needs of their customers and their organisations. Many organisations aren’t using a service level measure. They instead focus on ASA, (average speed of answer), or PCR (Percentage of Calls Answered).
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This article was first published in the 2025 Best Practice Guide - Raising Standards
To download a full digital copy of the Best Practice Guide, click here.