Predicted Abandonment Rate

Topic Views - 87

Predicted Abandonment Rate
We are wondering if there is a way of calculating maximum calls before breaching 5% abandonment rate?
AHT, occupancy, incoming call patterns, how long customers are willing to wait before abandoning etc has all been worked out, just not sure how to use them to get the information I want.

Helper

Call Centre Helper

Take a look at the Erlang Calculator
There is a column in the results that will show you the abandon rates for different volumes. This is driven by the Average Patience that you enter.

https://www.callcentrehelper.com/tools/erlang-calculator/

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question