Lost Calls Statistics

Call Centre Helper Forum » Call Centre Management

(4 posts)

Tags: | calls | monitoring |

Hi,
I presently head a Customer Services Centre for a financial institution. I would like to know the 'acceptable' level of missed calls in the business. If anyone can help with this info I would appreciate.

Posted 1 year ago

nbrady

Hi Tunner,

When you say lost Calls do you mean calls presented that are not answered due to volume/queues or calls that have not been answered within SLA say for example 80% of calls in 20 seconds 80/20?

There really is not an acceptable level as such it depends on the experience that you want to offer your customers.

However we all have budgets to consider I have implemented a less than 2% rule in the past.

You could also say that you will resource to answer all calls with x seconds even those that full outside of SLA.

Posted 1 year ago

Coops

We are happy to lose 5% of all calls offered after they have gone through any IVR - sounds dreadful as I type this.... I do know that whilst we don't, many call centres won't include calls lost in the first few seconds of queuing as they don't think they had a hope of answering them and don't want to punish staff.

To get a true guide, especially if you are including the IVR time, you also need to be able to identify the number of repeat callers, i.e. did someone call, didn't have their account number to hand when your IVR asked for it, then call back when they did...

If I can help any more, let me know.

Best of luck

Posted 1 year ago

nbrady

Coops you maybe interested in looking up Dr Patrick Dixon on utube there a number of short presentation, his take on IVR gave me food for thought!

Posted 1 year ago

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