For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone
Note: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.
Yes it can be worked out as a simple percentage and that will give you an absolute value. Depending on what you're trying to achieve you may want to weight it with the number of available staff day to day etc.
Depends what you are looking to achieve with such a figure.
Cheers,
UJ _________________ Did I just say that out loud?
Joined: Sep 16, 2006 Posts: 3256 Location: London, UK
Posted: Wed Feb 18, 2009 1:18 am Post subject:
Stanley_Raj II
the ultimate answer is IT Depends
Remember the old line
Lies, Damn Lies and Statistics.
You should look at abandoned call statistics with an view as what do you do with the numbers found ?
If you look at the total daily volume of call against the total number of abandoned calls, then one thing that can be determined .. if there are enough staff in a day
that combined with per shift total / shift abandoned and individual total / abandoned total could tell you which shift is over worked / staff is over worked
NOTE: The opposite however, does not work.. If you have no abandoned calls, then you have enough staff or too much staff _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Do you have a queueing system or voice mail?
Is there a good set of alternatives to logging by phone?
Both of the above a bloody annoying to a bloody annoyed customer!
How long does your average call last anyway? Is it unreasonable to expect a better abandon rate if your team are dealing with tricky vpn issues all day?
Or do you have dedicated 'log and flog' staff? Not everyone can be tarred with the same statistic.
What time of day week are you getting your peaks? This is what you might want to link the abandon rate to as the abandon rate is dependednt on the factors mentioned and is therefore relative, not much use as an absolute value (ok, I tried to trick you earlier!)
Oh yes, and if you try and pin the abandon rate on individuals... well make sure you speak to HR first or you'll probably get sued.
Cheers,
UJ _________________ Did I just say that out loud?
The simple answer is yes. The total number of calls include the number of abandoned calls. It also includes wrong numbers, kids' calls telling parents they're home safe from school, and crank calls.
There are many things to be considered when working with abandoned calls. How long does the customer have to hang up before you consider it abandoned? 2 seconds? 20 seconds? 2 minutes? 20 minutes? When I call my ISP, sometimes I'm on hold for 10 minutes, when I call my doctor's office, I'm seldom on hold for 2 minutes. I'm sure their abandoned-call thresholds are different.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
Forum FAQ
Search
Usergroups
Profile
Log in to check your private messages
Log in
