April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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104 3.6 Service level—a core value
ACDs and service level
There are a number of alternative methods to calculate service level using
ACDs. Following are some of the most common calculations used,
although some ACDs allow users to specify other definitions of service level
using a variety of other call center parameters:
1. Calls answered in Y seconds divided by calls answered:
This is a very simple but incomplete measure of service level. It is
not recommended for a definitive analysis because it considers
only answered calls. It is an incomplete recognition of call activity
and, therefore, not a good measure of service level. For example,
call abandonment ...
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