Exclusive access for NICE NUG only

As part of our Best Practice programme for Quality Management, The Forum & NICE are collaborating to offer NICE NUG members FREE access to on-demand material from The Forum. We also invite you to join our live networking events on Zoom, where members meet to share their latest work and discuss common challenges – book for each event via the links below.

Watch videos from our recent National Quality Conference and case studies from our 2020 Award winners

Quality & Improvement Keynote: Mark Billingham, COO at the Very Group
Npower case study: driving process improvement out of QA
William Hill case study: transforming customer experience though QA
Motability Operations case study: quality, coaching & knowledge management
Workshop Catchup: Skills that create Great Customer Conversations
Workshop Catchup: Measuring First Contact Resolution
Workshop Catchup: How to Get it Right First Time

Book to join our live virtual networking, where members meet to share their latest work and discuss common challenges.

Published on 25 July 2025

Beyond the Benchmark

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).

Exclusive access for NICE NUG only

Beyond the Benchmark

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