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Thanks to all for your input, many echo thoughts similar to mine.
To Joe:
Your comment on first call resolution as opposed to ASA hits upon another issue, and that is the belief held by some that service level measurements such as ASA can be replaced by a simple Answer Rate (i.e. the inverse of abandon rate). Where do you stand? (We are not talking about a combined metric here - just the replacement of ASA with AR.) To be blunt, my position is that AR only measures your customers tolerance to the service being provided, and not their satisfaction (or delight) in that service. I also would maintain that you don't control the customer's tolerance, while you do control the level of service (ASA) that you decide to deliver.
Once again, your thoughts?
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