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Call Center Forum
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MARK CAMERON
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 Posted: Sat Oct 30, 2004 11:10 am Post subject: ABANDONED CALLS - TOLERANCE LEVELS ?? |
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Can anyone give me any advice on how to work out how to get a feel for our customer's tolerance levels. I know this is not simply the average wait to abandon from the ACD but am not sure what level to pitch at.
Also looking for an indication ofwhat utilisation rates are being aimed for and achieved out there.
And finally (I promise !!). If anyone has used Mitan's PhoneCalc demo can they advise whether the agent required figure it suggests include an element of utilisation built in orif for example it said 20 agents were required to reach the desired service level would thsi have to be increased to account for lower utilisation? |
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