It is thought by some that advisors do not have a great influence over the speed metrics (service level & average response time) - but that it is up to managers to ensure the right headcount is in place to deal with demand.

Well certainly part of that is true, headcount needs to be adequate - others then believe it is necessary to perhaps, incentivise advisors with, say average speed of answer, to generate some advisor influence over speed.

However, with the right headcount, all that is necessary to achieve the speed metrics and reduce abandoned calls is to target advisors with being Ready (Available time + Talk time) > 75% of their logged-on time.

Being Ready puts the advisors in the right mode of work to accept calls, this increases capacity, answers calls quicker, reduces abandons and delivers service level.