I was talking with a Call Centre Manager about his TSF target. The Call Centre is a public Call Centre following Federal laws around TSF target. They need to achieve a TSF of 80/20/80. 80% of the calls answered in 20 seconds 80% of the time, which means in 80% of the intervals of the day. They are having a hard time achieving their TSF target.
Then I had a weird idea. This Federal TSF target, on what type of ACD coding is this in relation with? We all know the core ACD is programmed to route the oldest waiting call to the next available agent, unless another priority is coming in the mix. What about an ACD code where, depending on the TSF of the interval, the oldest waiting call is not routed to an available agent? The oldest waiting call is already lost (for the 80/20), so let’s route a call that waited 19 seconds to the agent?
I know, this is not good Customer Service for the oldest call waiting customer, but we have to agree that the oldest call waiting customer wouldn’t know. Not even the agents or the Team Leaders. This “solution” wouldn’t work if there are many calls waiting, for many minutes. But here and there, this might work.
I wonder if there are some Call Centres with such ACD coding…
Tags: ACD coding, k!