A Suite of Metrics

Author: CCa2z

Date: 30th November -0001

Some call centres believe they can select metrics off different 'shelves' - company y decides on the following selection:

  • Service Level 90% answered within 15 seconds
  • Abandoned Calls at 10%
  • Average Response Time at 35 seconds

It cannot achieve it's targets as they are not related - Abandoned Calls and Average Response Time are corollaries of Service Level and part of a suite.

A Service Level of 90% within 15 seconds will likely yield the following;

  • Abandoned Calls < 5%
  • Average Response Time < 5 seconds

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