INTERNET - A difficult day. We should already note that there is a known under-capacity, the high dropout rate of 30%
I would like a better interpretation of the dropout rate of AHT and the rate of absenteeism to optimize my daily report
mainly due to the increase in calls received by 8% vs the forecast and the absenteeism rate of 15.3%, knowing that the budgeted target is 13%. The TMT was 64 seconds over target.
"MOBILE - The 19% dropout rate is explained by the high absenteeism rate of 17% and a 65 second MTT increase above the budgeted target.
CABLE - the 26% dropout rate is 10 points above target; the reason is mainly the under-capacity because we had 6% fewer calls than forecast but a TMT up 8 seconds from target; note that absenteeism rates (4.8%) and off-line activities (31%) respected the predetermined target."