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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 4 key indicators:
- Average Queue Time: A measure of the average length of time that the
customer waited to be answered by "the next available analyst".
- Maximum Queue Time: A measure of the longest time that any customer
waited to be answered by "the next available analyst".
- Average Call Time: A measure of the average length of time that a
support analyst spent on a call with a customer.
- 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 customerÍs expectation and the consistency
with which we are meeting those expectations overtime.
1) Average Queue Time: A measure of the average length of time that
the customer waited to be answered by "the next available analyst".
2) Maximum Queue Time: A measure of the longest time that any customer
waited to be answered by "the next available analyst".
3) Average Call Time: A measure of the average length of time that
a support analyst spent on a call with a customer.
4) 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
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