The Best Method for Calculating PCA%

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

Author: Jonty Pearce
Reviewed by: Robyn Coppell