Operational Indicators – Sevice Levels, ASA & Occupancy Rate
Taylor Reach Group
MARCH 19, 2018
A third factor or metric is often added to Service Level: that is Abandoned Calls. Abandoned Calls can be defined as the percentage of callers who elect to hang up, or abandon while waiting in the queue before an agent answers the call. Centers such as 911 or emergency set their standards as 100 – 3.
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