The Meaning of ACR in Outbound Call Centre

Red Phone calls concept
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The Meaning of ACR In Outbound Call Centre

I received the case study for completion where I am unable to understand ACR concept.

An outbound contact centre has a daily calling list of 100,000 accounts which is dialled at an ACR of 100, occupancy of 75% and 20 additional vacant seats. All accounts are dialled the next day with an exception of promises and potential fraud.

Additional volume of 50,000 accounts is expected to flow in from next two days which will increase the daily calling list volume to be at 150,000 accounts.

What steps will you undertake to cater to this outbound daily volume of 150,000 for next 4 weeks in the best possible way

Question asked by rahul

Call Rate

I think that the CR refers to Call Rate.

I’m guessing that ACR means Average Call Rate, so in this case 100 calls per hour.

With thanks to Jonty

ACR is Account to Collector Ratio

ACR is Account to Collector Ratio

With thanks to Anon

In Inbound ACR = Abandoned Call Rate

I am not sure for outbound, but for inbound ACR stands for Abandon Call Rate

With thanks to Giovanni

Author: Jonty Pearce

Published On: 12th Apr 2022 - Last modified: 12th Jul 2022
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