Posts Tagged ‘TSF’

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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Posted in Back to Basics | 2 Comments »