Q: When measuring call
maximum wait, should abandoned calls be included or should the measurement
be restricted to calls answered? Is there an industry standard? My max wait
is reporting a lower number than my average speed to abandon, thus the
system is not including abandoned calls in the measurement.
- Mike Chaplin
A: When measuring call maximum
wait, the industry standard is not to include abandon calls, instead you
should include calls answered. The fact that max wait is reporting a lower
number than your average speed to abandon is normal due to the fact that the
system is not including abandon calls in the measurement
In a recent One-Minute Survey' posed to our community of call center
professionals, we asked the question, 'What portion of your total customer
service contacts is completed on your Web site?' As you can see from the
first graph above, for the majority of respondents, only a small percentage
of total contacts is handled via their Web site. Given the lower cost of a
Web-based contact, more and more customer service centers are beginning to
offer incentives to their customers to encourage them to use the Web as an
alternative self-service channel. Of those respondents who do currently
offer these kind of incentives, 'product discounts' and 'priority
service' were the most popular examples. As you can see, many respondents
had incentives other than the ones we listed as choices. Some examples of
the 'other' responses were 'points in our loyalty program' and
'discounted shipping.'
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