New to CCV and will start by introducing myself - Scott Drayton, former Technical Analyst, now Customer Contact Centre Business Analyst for large Retail PLC. 23 years old.
Question - we use ACD to route our calls and have (as most CC's do!) a master script and subsequent applications. What do you consider to be an offered call? Is this any call that hit our relevant CDN (53** or 08445 6*6*6*) or is it an call that sucessfully navigates two tiers of menus and then queues? Obviosuly we know that some people wrong dial, and hang up, and therefore shouldnt be considered as offered calls, but at what point do we assume that this is a true call? We need to consider the effectiveness of our menu system and also report on an abandoned rate before and after a threshold SLA of 80/20.
Any help would be much appreciated. Oh, and a final note, great site, really helpful and informative...
p.s. apologies if this is in the wrong forum.