20 Jan 2009

3 Answers

I would recommend counting all abandoned calls as this will allow you to see how many of your customers are putting the phone down before getting connected to an agent.

This will allow you to see any pattern/short fall in staffing etc allow you to analyse your call patterns.

Comment by Neil Wilkins — 4 Feb 2009 @ 4:20 pm

Abandon Rate is an important KPI to measure. As stated above, it could demonstrate an under staffing level, it can also demonstrate flaws in your IVR scripting amongst other things. COPC requires that this be measured and kept with set criteria.

Comment by Peter Wilson — 5 Feb 2009 @ 12:16 pm

Abandoned calls is one of the indicator showing your real Service Level, however if you don’t include it in your reports then you will not have true profile, but me personally consider abandoned calls those ones who after IVR greeting press star to be connected with operator, but i also make repor of timing, i.e. if they hang off withinn 5 seconds I show it in my report till 30second, because our standards require to be connected at least within 30 seconds.

Comment by Gayane — 15 Feb 2009 @ 1:30 pm

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