Copyright CCa2z 2004 1

Do NOT Plan to Answer 90% of Calls Received (or Abandon 10%)

View as PowerPoint Presentation

• Of 8k calls this CC set a target to answer 90% - achieving;

• Answered 87% 6,960 • Abandoned 13% 1,040• ASA 65 secs• Does it really tell us about the customer

experience?• Lets see what 87% answered feels like

Copyright CCa2z 2004 2

What 87% Calls Answered Feels Like

Calls Answered Delay

45

476

807

960

736

439

191

116

71 61 5138 26 4169 70 60 65 61

45 54 39 51 40 37 41

165

79

27

114126106107138

154

9254

31 1955 40 42 52 65

4738 40 3132 26

11681

40 3518

45

0

200

400

600

800

1000

Seconds 10 20 30 40 50 1min 2min 3min 4min 5min >10min

Max Delay 26+ mins

8,000 calls offered

6,960 calls answd

4,200 < 30s ASA 65s

Copyright CCa2z 2004 3

How long 13% Callers waited before giving up

Calls Abandon Delay

51

83

101

130

66

1215

11

19 17 18 16 1823

17

1116 14

9 8 10 8 94

11

20

92

67

46

53

2622

27

18

25

40

21

1317 16

9 7 6 7

13 1310

7 9 10

31 30

8 9

38

0

30

60

90

120

150

Seconds 10 20 30 40 50 1m 2m 3m 4m 5m >10m

1,040 Calls Aban

Max wait18+ mins

Copyright CCa2z 2004 4

Outcome of Planning to Abandon 10% of Calls

• Answered 87%

• Abandoned 13%

• ASA 65 secs

• Max abandon delay 00:18:59

• Max answer delay 00:26:42

• Answered < 30 s 52%

Copyright CCa2z 2004 5

The Effects of Sub-Standard or No Service Level

• Customer– Poor customer service– Unable to get through– Considerable hold times– The need to abandon– CSR promise remains

unfulfilled– Repeat calls are necessary

until fulfilment– Fulfilment and quality are

erroneous– The need to write– Competitor offerings– Churn

• CSR– Continuous calls– Limited wait times between

calls– Handling complaints and

problems all day– Command & control

management– Low morale– High stress– CSR ‘burnout’– Poor attendance– Attrition

Copyright CCa2z 2004 6

Rule of Thumb

• Don’t plan to abandon• Set a service level target• The Abandon rate achieved is the result of

SL performance• A SL of Answering 90% of calls within 30s

is likely to achieve;– A 5+s Average Speed of Answer– A 4-5+% Abandon rate