Call Center Solution: Minimize Abandoned Calls
CentreVu® Advocate Release 8 User Guide
Overview
5-1
5 Call Center Solution: Minimize Abandoned Calls
Overview
5
A concern for many call centers is controlling abandoned calls. Many call
center customers abandon before reaching an agent because the callers
believe they have waited too long in queue.
CentreVu
®
Advocate
Features
5
This chapter discusses the following
CentreVu Advocate features:
●
Predicted Wait Time
●
Uniform Call Distribution-Least Occupied Agent (UCD-LOA)
●
Service Level Supervisor.
Use the
CentreVu Supervisor reports presented in this chapter to verify that
CentreVu Advocate is working.
Customer
Example
5
A concert ticketing service has a typically long wait in queue for many callers.
The ticketing service handles ticketing for local concerts: classical, popular
artists, and special events. Many callers for the Classical skill are
abandoning before they reach an agent because the Popular Artists skill has
many more callers and, therefore, more agents to handle those calls. The
call center supervisor wants to control the maximum wait time for the
Classical skill while still giving good service to the more popular Special
Events and Popular Artists skills.
The callers in the Classical skill often abandon around 85 seconds, while
callers in the Special Events skill abandon around 40 seconds, and those in
the Popular Artists skill around 55 seconds. By using the solution in this
chapter, maximum wait time is reduced for the Classical skill, yet the overall
level of service for all skills remains high. In general, Service Objective for
each skill will be set ten seconds below the average time to abandon for each
skill.
