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I manage a small Member Service centre and I have noticed that my call abandoned rate is too high for an industry standard.
Although I do have sufficient staff based on the calculation and I am also meeting my call answered target yet the abandoned rate seems below acceptable standards.
Please can someone advise if there is a method or formuale to calculate what should be the ideal abandon rate and the process to identify reasons for high abandoned rate and control measures thereafter.
I will definitely give it a try.
The following site may help you :
in which you will find the ideal models to determines how many agents must be available to serve calls with pre-specified abandonment. The M/M/s/(s+m) Model is for infinite trunks and the M(n)/M/s/(s+m) Model is for finite trunks.
Tokyo University of Technology
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