Call Centre Guru

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.

Tags: ACW, AHT, ASA, ATT, k!, Occupancy, Service Level, TSF

This entry was posted on Wednesday, March 24th, 2010 at 15:08 and is filed under Back to Basics. You can follow any responses to this entry through the RSS 2.0 feed. Responses are currently closed, but you can trackback from your own site.