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Interesting discussionÂ….
I agree. Metrics should be used primarily to gauge the quality and efficacy of service we give customers, and then the efficiency in which we do it. I also agree that managing for efficiency (e.g. answer rate) may miss the mark. Customer satisfaction is driven primarily by the quality of resolution (i.e. first contact resolution) and to a lesser degree by ASA. The latter is kind of interesting. We tend to look at *average* speed of answer, yet the abandonment threshold (i.e. the time the caller hangs up) is not distributed normally (in which case an average figure is relevant), but I have found that most callers hang up consistently after a certain a certain amount of time (which varies by organization & industry)
BTW, is your definition of answer rate the inverse (1/AR) or complementary (total calls - abandoned)?
Joe
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