Posts Tagged ‘Service Level’

Service Level or TSF calculation… what about abandoned calls?

Wednesday, August 18th, 2010

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.

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What if?

Wednesday, March 24th, 2010

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?

———————————-

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.

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How do I calculate a weighted average?

Monday, January 18th, 2010

The equation is:

If we take our Road Side Assistance Call Centre, we currently have two call flows, two queues.  One for Sales and one for Assistance.

If yesterday, we received 500 Sales calls with a Service Level of 80% and we received 215 Assistance calls at a Service Level of 90%, what is the Service Level of the Road Side Assistance Call Centre?

I have seen many people simply take the two queues’ results, 80% and 90%, add them and divide by 2 = 85%.

But the correct answer is 83%. (Rounded)

The weight of the Sales calls (500) in the day is more important than the Assistance calls (215).  The Sales Service Level has more weight.  How much weight?  500 / (500+215).

In this case, the equation would be:

(500 / (500 +215)) * 80 + (215 / (500 +215)) * 90 = 83.

Number of Sales calls divided by the total number of calls = Sales queue weight.

Number of Assistance calls divided  by the total number of calls = Assistance queue weight

Service Level = (Sales queue weight * Sales queue Service Level) + (Assistance queue weight * Assistance queue Service Level)

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