Learn how to advertise on this site.
|
|
At CallCenterOps.com we’re dedicated to providing information about operations management to those involved in real-time customer service via call centers.
Learn how to advertise on this site. |
|
|||||||
| General Discussion The CallCenterOps Forum allows you to seek the advice of other knowledgeable call center professionals. Post your call center related question and contribute your opinion to others seeking advice. (No advertising is accepted - posts will be removed.) |
 |
|
|
LinkBack | Thread Tools | Display Modes |
08-11-2010, 06:39 PM
|
|||
|
|||
|
Estimating customer waiting time
Hello,
Am wanting to computed average waiting time using mean and standard deviation for a) service time and b) interarrival rate to a call center. Not sure about the best way to calculate given this kind of information from a typical day: Call Type Frequency CSR Time Spent (sec) 1 65% 85 2 15% 45 3 10% 30 4 5% 90 5 5% 60 Time Mean # Calls # Delayed Mean Delay (sec) # Abandoned 6:30 am 25 4 12 2 7:00 am 29 5 20 4 7:30 am 40 15 25 8 8:00 am 54 14 10 12 
|
|
| Thread Tools | |
| Display Modes | |
|
|
Similar Threads
|
||||
| Thread | Thread Starter | Forum | Replies | Last Post |
| Time for a change – Call centre service standards declared a failure | Vanguard Scotland | Industry PressBox | 0 | 11-24-2009 05:58 AM |
| e-Messaging Solution Delivers Improved Customer Communications for Thomas Cook | newsprovider | Industry PressBox | 0 | 07-28-2009 01:28 PM |
| The Traditional Call Centre is Dead; Online Customer Service is King | newsprovider | Industry PressBox | 0 | 07-28-2009 09:59 AM |
| TCF: Putting customers first profitably | newsprovider | Industry PressBox | 0 | 07-01-2008 12:30 PM |
| Tealeaf Introduces Customer Behaviour Analysis Product Enabling Businesses | newsprovider | Industry PressBox | 0 | 05-07-2008 09:50 AM |
Linear Mode
