Service Level Calculation

[dsdonnes]

Hi

I was just wandering if anyone would like to share their method of calculating service level, currently I include the abandon calls ie

calls Answered within time scale/Total calls offered

However there are talks of our centre wanting to change to measure the service level for only answered calls. ie

Calls answered within time scale/total calls answered

I am keen to get an understanding of what other areas do before I commit the change. Any info/comments would be greatly appreciated.

Thanks
Stephen

 

[TykeUK]

the way we calculate it is to take out any abandoned calls within 30 seconds.
((Calls answered within 30 seconds/(Total calls minus calls abandoned in 30 seconds)).

 

[dufus2506]

We generally look at service level as a function of queued calls that were answered in a given time. Our time to answer is also 30 seconds.

Abandons are tracked separately as a percentage of calls queued.

Both numbers have "goals". Fewer than x% abandoned calls and yy% answered in 30 seconds or less.

This gives our call center something to always be working on. Even if we're making our goal of answering calls in less than 30 seconds, we'd still be trying to lower our abandon rate.

It also works nicely with the standard call profile reports.

Carpe dialem! (Seize the line!)

 

[dsdonnes]

Thanks folks appreciated.

Stephen