April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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3.6 Service level—a core value 109
Chapter 3
The first approach to choosing a service-level objective essentially
involves asking the question, How low can response times go without losing
callers? This assumes that a higher level of service means lower abandon-
ment and vice versa; that is, as long as callers don’t abandon, service is
acceptable. But that is not always the case—abandonment is not static and
will fluctuate as the seven factors of caller tolerance change. Abandonment
is difficult to forecast, and choosing a service level around abandonment is
one of the least desirable ways to establish a service level.
Take the middle of the road—Follo ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.