The Best Method for Calculating PCA%
Hi Hope someone can help me please!
I am working with a phone system and the reporting can be slightly confusing. Can I clarify that the most accurate method of calculating your PCA% result is calls answered against calls offered (and not presented) ?
Question asked by Neil
Answer for the Best Method for Calculating PCA%-
Hi, PCA is calculated by dividing calls answered by calls offered.
What are you referring to as calls presented?
With thanks to James
Answer for the Best Method for Calculating PCA%-
I am presuming that PCA means Percentage of Calls Answered. The flip side of this is the abandon rate.
There is a very comprehensive article here on how to do it.
https://www.callcentrehelper.com/how-to-measure-call-abandon-rate-75869.htm
With thanks to Jonty
