Abandon Rate or Speed of Answer?

[barbiegirl22]

Abandon Rate or Speed of Answer? Which one do you think is a better call center service index to track?

[ctaylor]

Both SL and Abandon rate are functions of the forecasting and scheduling you have completed. Both will tell you how well you have forecasted and scheduled staff. As such both can be helpful in communicating to management your levels of access and availability that the center has. As quantitative measures Service Level is likely more granular and preferable for communicating with senior management.

Neither one is a great metric for the service you are delivering. To measure service from a qualitative point of view you should look to creating a qaulity index based upon your internal quality assurance program and of course this should be atightly aligned with you external CSAT metrics.

I hope that this reply has been helpful. If I cna be of further assistance, please feel free to contact me at ctaylor@thetaylorreachgroup.com

Colin