Call center management is a fairly well developed discipline and therefore industry standard quality indicators are also fairly standard. We have chosen to focus on 6 key indicators:

1. Number of Calls Answered.
2. Percent of Calls Answered: A ratio of the quantity of customer call attempts to our service center and quantity of calls actually answered by our service center.
3. Average Queue Time: A measure of the average length of time that the customer waited to be answered by "the next available analyst".
4. Maximum Queue Time: A measure of the longest time that any customer waited to be answered by "the next available analyst".
5. Average Call Time: A measure of the average length of time that a support analyst spent on a call with a customer.
6. Percent of Calls Abandoned: A ratio of the quantity of customer callers who "hung-up" before they were answered to the total number of customer callers who were placed in queue for an analyst.

Data Compilation Process:
The PBX telephone system which provides service to the Boulder Campus, also provides our call center technology. An adjunct system to the PBX switch compiles the data necessary to compute the data points described above. The computed data points are posted weekly.

The Results:
Each of the following charts represents the results from one of the key quality indicators and contains three lines of data. The Weekly Average line represents the actual results of the survey. The High Control and Low Control lines represent three standard deviations above and below the average for each quarter. Together these three lines reflect the capability of our process to meet or exceed the customer's expectation and the consistency with which we are meeting those expectations overtime.

1) Number of Calls Answered: Simple number of incoming calls answered by the ITSC.

2) Percent of Calls Answered: A ratio of the quantity of customer call attempts to our service center and quantity of calls actually answered by our service center.

3) Average Queue Time: A measure of the average length of time that the customer waited to be answered by "the next available analyst".

4) Maximum Queue Time: A measure of the longest time that any customer waited to be answered by "the next available analyst".

5) Average Call Time: A measure of the average length of time that a support analyst spent on a call with a customer.

6) Percent of Calls Abandoned: A ratio of the quantity of customer callers who "hung-up" before they were answered to the total number of customer callers who were placed in queue for an analyst.