Page 45 - BCCGA Best Practices Version 3.0

44 British Columbia Common Ground Alliance
practice in the one-call centre industry to monitor the quality of service provided
to the customer that calls the centre. Keymeasurements include:
1. Speed of Answer
Process – Most call centres route incoming calls through an automatic call
distributor (ACD) either via an on-the-premise private branch exchange
(PBX) or a central exchange (Centrex) at the telephone company's central
office. Both these devices provide reports that identify, on average, how
long callers had to wait before they were answered. This measurement is
called average speed of answer (ASA) and is normally captured on a half-
hourly basis and accumulated for the entire day.
Service Level – An objective service level should be set based upon
customer satisfaction and economics. An ASA objective of 30 seconds or
less is recommended.
2. Abandoned Calls
Process – The PBX or Centrex also provides the data on abandoned calls. It
will normally identify the number of calls abandoned and how long the
callers waited before ending the call.
Service Level – An objective service level should be set based upon
percentage of calls. An abandonment rate of less than 5 percent by callers
that waited more than 60 seconds is a reasonable objective.
3. Busy Signals
Process – The one-call centre is equipped with sufficient incoming lines to
minimize busy signals.
Service Level – The performance level for busy signals received by callers
into the one-call centre does not exceed 1 percent of the total incoming call
volume.
4. Customer Satisfaction
Process - A fundamental principal in measuring quality is that “the customer
defines quality.” Customer satisfaction surveys of callers are conducted
periodically.
Service Level – An objective service level is set based upon the percentage
of callers' responses. An objective of 99 percent customer satisfaction is
recommended.