The Definition of "Short Abandon"

[miramadar]

How should a call center handle "short abandon" calls? We define short abandon as a call that abandons before the service level goal is breeched. Our service level goal is set at 60 seconds. Therefore, we define a short abandon as a caller who, while in queue, hangs up before the 60-second threshold.

How should these calls be counted? More specifically, should these calls count against a call center's service level?

Any input would be greatly appreciated.

[JoeB]

There are three fundamental ways to look at an abandoned call:. 1. Treat it as a missed opportunity (e.g. to up-sell); 2. Ignore it; 3. Count it in your favor (i.e. assume that you would have answered that call if the caller didnÂ’t hang up).

The choice of a calculation method depends on your view of abandoned calls. The basic calculation methods, in increased service level rating, are listed below:

1. Missed opportunity SL=C/A
2. Ignore SL=C/(A-C)
3. Not my problemÂ… SL=(C+A)/C

Where:
SL=Service Level
C = calls offered
A = calls abandoned within service level threshold

Feel free to contact me at jbarkai@DiagnosticStrategies.com if you need further clarifications.

Joe