Call Centre Performance Statistics

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Call Centre Performance Statistics
What could be the causes of discrepancies in the call centre performance statistics, where there is huge variance between the number of calls offered and (calls answered + calls abandoned + calls disconnected) creating a stagnant Service Level despite an increase in agent capacity

Editor

Call Centre Helper

Call Transfers?
Could it be that call transfers are the difference?

So 1 incoming call to group 1, transferred to group 2.
= 1 incoming call and 2 calls answered.

The other reason could be that advisors are playing tricks finding some way to gamify the system.
https://www.callcentrehelper.com/7-tricks-that-call-centre-employees-play-67004.htm

Without looking through the system in more detail it could be difficult.

Ideally you need to look at the call detail records during a quiet period.

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