Let’s take a look at the basic relation between some Call Centre metrics. Please refer the Call Centre lingo post for acronyms and find the answers below.
Scenario 1:
The call volume is stable and the AHT decreases. What would be the impact on the Service Level?
Scenario 2:
The call volume is stable and the ASA decreases. What would be the impact on the Service Level?
Scenario 3:
The call volume is stable and the occupancy increases. What would be the impact on the Service Level?
Scenario 4:
The ATT is stable and the ACW increases. What would be the impact on the AHT?
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Scenario 1:
The Service Level would increase since your agents would spend less time working on files, which means they would be more available to take calls.
Scenario 2:
The Service Level would increase since it the speed of answer is decreasing.
Scenario 3:
The Service Level would decrease since your agents would spend more time working on files, which means they would be less available to take calls.
Scenario 4:
The AHT would increase since AHT = ATT + ACW.