I often get the same question on how we should calculate the Service Level or TSF. Should we put the abandoned calls in the equation or not?
To me, the answer is simple: Yes you should.
The reasoning behind is simple. If you would have had an available agent at that specific time the call was abandoned, you would have answered the call. Then, you would have the “sale” attached to it, the AHT, etc.
Unless your Call Centre is driven by very specific burst of calls, for example, a contest to win concert tickets where callers call non-stop until they are answered, the callers more often do not call back within the same 30 minutes.
Tags: abandoned, Service Level, TSF