Call Center Brain Teaser

Oct 05, 2007

This is a brain teaser. I would like to know what the answer is. 1) I’m up when your call center is down, and I’m down when your call center is up. I get high when you’re low on agents. 2) Call center professionals industry-wide all want to know what I should be, call center professionals have some real issues with me, and customers have a hang-up, too. I guess the goal of efficient customer service is lost on me, but ironically they rarely receive a quick reply. -- Jasmin Gappi, Trec Pacific Inc.

– Jasmin Gappi

Answers

  • Erik Berg Posted at 6:25AM on Aug 24, 2012

    Average Speed of Answer (ASA)

  • Erik Berg Posted at 9:40AM on Aug 27, 2012

    ASA

  • Sandra Ahlin Posted at 7:26AM on Sep 4, 2012

    Hold times

  • Chuck Ellison Posted at 7:30AM on Sep 4, 2012

    Occupancy

  • Julls Damons Posted at 7:30AM on Sep 4, 2012

    Occupancy

  • Holly Horrocks Posted at 7:45AM on Sep 4, 2012

    Abandon rate

  • Jeff Palzkill Posted at 9:34AM on Oct 8, 2012

    Volume

  • Christa Vandarwarka Posted at 9:35AM on Oct 8, 2012

    ASA

  • Kim McCormick Posted at 7:26AM on Dec 18, 2012

    Abandons

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