http://www.callcentrevoice.com/latest.asp Latest Call Centre Posts on CallCentreVoice en-GB http://www.callcentrevoice.com/vpost_6912_24590.htm Calls served too quickly are calculated as calls with total duration of conversation before 5 sec. I assuming that these calls as well as calls abandoned before 5 sec. are mistakes (wrong number, somebody connected to consultant by selecting the wrong option in the IVR etc.) and I'd like to treat them as if they didn't exist.Cheers!Mario (A part of topic: Accessibility, service level - measurement question) http://www.callcentrevoice.com/vpost_6912_24589.htm Mario,In theory the formulae will work fine but....Why are you geting the short calls?Also I'm not sure how you can answer a call too quickly!HTHDaveA (A part of topic: Accessibility, service level - measurement question) http://www.callcentrevoice.com/vpost_6912_24588.htm I'm responsible for reporting in small Call Center. Recently I saw that we have on some pilotes many calls served too quickly (total duration of conversation I'd like to modernise formulas to calculate accessibility and service level without these calls (TREAT THEM AS IF NON-EXISTING - I don't want to assume that we could serve calls which abandoned).I've prepared new formulas but can anyone confirm whether I'm right?ACCESSIBILITYOld formula:Accessibility = calls served / calls receivedNew one:Accessibility = (calls served - calls served too quickly) / (calls received - abandons SERVICE LEVELOld formula:Service Level = calls served... (A part of topic: Accessibility, service level - measurement question) http://www.callcentrevoice.com/vpost_6910_24587.htm Thanx Dave!I'm at present jotting down a list of all check points to find the cause of it. Callcenter operations is so scientific that sometimes a small problem leads to a bigger and nastier impact.hahaha...and sure i have added all your points including 'If it's a customer impatience thing then there's NOTHING you can do! ' I like that. I wish my BOSS likes it too when I say that.To ans your question, this is the last 5 days statsAvg Wait Lost : 0:00:09/0:00:20/0:00:34/0:00:03/0:00:06And on the 4th ring it gets connected to my agentsI think I am doing a terrific job and my lost calls isn't high enough, but there is something which ... (A part of topic: Reduce lost calls) http://www.callcentrevoice.com/vpost_6910_24584.htm Ignore opening hours for a start.What's your average time to abandon?How long does it take to connect to an agent (ie: RING on the turret, I'm assuming you're timing from that point)It may be you CAN'T actually answer the calls asthey're terminating BEFORE they could be answered.It could be 4 sec sounds like 1/2 a ring to me after handoff, soit may not even be making the turret even though the swich / CCMthinks it's been handed off.Seen this once before.If it is it's a customer impatience thing and there's NOTHING you can do!An ASA of 4 sec is VERY VERY good! Especially given at least 1/2 will be HTHDaveA (A part of topic: Reduce lost calls) http://www.callcentrevoice.com/vpost_6910_24583.htm I am managing a very small and a new call center of just 7 agents handling real estate business processes. My biggest problem is inspite of brainstorming for over last 3 months I still couldn't find the root cause as to WHY I AM STILL NOT ABLE TO REDUCE MY LOST CALLS RATIO?I did everything right from changing the script to incoming calls routing, but all in vainOffice Hours: 8 hoursAgents: 6Avg Wait Ans : 4 secsAHT : 0:01:47No of Calls : 291 callsLost Calls ; 31Lost Calls (percent) : 11 (tooooooo high..im lost why??)Pls ask me if any details or stats you want...pls help. (A part of topic: Reduce lost calls) http://www.callcentrevoice.com/vpost_5756_24582.htm We use both, we forecast the overall calls and the calls that will be answered.As for your last comment - we do ok, ;-)www.becogent.com (A part of topic: Staffing - FTE Required) http://www.callcentrevoice.com/vpost_5756_24581.htm Your quote "The sale isn't the exclusive driving factor in a business, especially if the revenue generated by handling the calls is less than cost to service it, most sales people understand that. "What I understand from this statement, if it's true, is that you would not have a business. (A part of topic: Staffing - FTE Required) http://www.callcentrevoice.com/vpost_5756_24580.htm Which forecast do you use to compare your actual volumes against? The one you planned for or the original including the abandoned that you deducted? (A part of topic: Staffing - FTE Required) http://www.callcentrevoice.com/vpost_5756_24579.htm Your logic is flawed. If you are planning to abandon 2% of your volume the likelihood is that you will actually abandon 6%. For every call you plan not to answer there will be call backs which will exacerbate the problem.I stick by my view that abandoned calls are an allowance after the event and not a given before it.What you say is quite serious and I strongly recommend that anyone adhering to the practice you describe really considers the consequnces.Just because you think that a particular SL may deliver abandoned calls doesn't mean you shouldn't try and answer them, by all means throw out a warning that abandoned may be x% but... (A part of topic: Staffing - FTE Required)