Performance Standards

[Carl Ausfahl]

I am new to this business and want to know is the definitions/ formulae of Average Speed to Answer, Call Abandonment, Live Answer Rate etc. are published somewhere or does each entity do it's own figuring?

[learner2002]

Hi, Carl.

I'm not sure about other sources but you may want to check out some courses offered by Customer Operations Performance Center (COPC). They do provide a definition list of some of the commonly-used terms in the call center arena.

Or, books on managing call centers should give some clue as to what those terms mean. Definitions provided shouldn't vary too much from each other (from my own experience) so you may want to refer to 1 or 2 of them as a guide.

[beejay]

Good idea since your are new is to join a local area group. It's a great place to learn not only reporting basics but gain insite and experience in the call center enviornment.

Most of the metrics are fairly straigt forward. For instance ASA is generally the amount of time that elapses from when a call enters the ACD group to the time it is assigned to a specific agent. Obviously the lower the Average Speed of Answer, the better.

Abandoned calls are a % of the Net Calls Offered that hung up or did not reach a successful connection. Often it is measured in time increments such as 5 seconds, 10 seconds, etc. That can be helpful is assessing IVR, etc. if you have a large percentage of hangups, for example, in the first 5 seconds.

Not sure what you mean by Live Anser rate.........could this be the same as Service Level? If so, then it is the % of net calls handled that were answered in the first time interval (usually an established one such as the first 10 seconds or first 20 seconds).

Hope this helps............................