Call-Out Avoidance (COA)

Author: CCa2z

Date: 4th November 2009

Call-out avoidance refers to the ability of the agent to correctly diagnose a fault and facilitate a user repair, without the need for an engineer to be called out.

Call outs are expensive and need to be avoided.  Many technical support and help desk functions have a good level of diagnostics tools to faciliatate the remedy.  Other centres have appropriate call guides with good scripting.

This will be a key metric in measuring the percentage of calls resolved without call out.  Measured by total calls answered divided by calls resolved.

 


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