Generic selectors
Exact matches only
Search in title
Search in content
Post Type Selectors

Call Arrival Pattern

Viewing 3 posts - 1 through 3 (of 3 total)
  • Author
    Posts
  • 14th January 2005 at 12:05 #16714
    Karan Bajaj
    Guest

    Dear Friends,

    Can someone pls advise me on how much can “call arrival pattern” contribute to non-achievement of SLAs on Abandon rate and Service Factor.

    Thanks,
    Karan.

    18th January 2005 at 09:21 #16715
    Chris Linden
    Guest

    Karan,

    Call arrival pattern does have a significant element of randomness about it and the contrbution of it to non-achievement of SLAs is likely to be greater in smaller centres.

    However, accurate tracking of historical data & forecasting should enable you to predict the call arrival pattern. If you are not accurately matching your schedules to your forecast call arrival pattern, this is liable to have a greater impact on SLAs than any inherrent randomness.

    Cheers,
    Chris

    18th January 2005 at 23:45 #16716
    Karan Bajaj
    Guest

    Thanks Chris. I am already working on the fcst, will definitely revert with the results achieved, if any 🙂

    Cheers,
    Karan.

  • Author
    Posts
Viewing 3 posts - 1 through 3 (of 3 total)
  • The forum ‘Call center’ is closed to new topics and replies.