Call Center Service Levels: Calculations, Metrics, & Industry Standards
Callminer
MARCH 23, 2020
Finally , the last method uses a threshold that accounts for short calls, counting abandoned called before the threshold as a positive. Total calls answered within threshold / Total calls answered + Total calls abandoned after threshold*100%. Our data gives us the result of (860)/(1000+40)*100% = 83%. Formula #5.
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