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Reply To: Quantifying Quality in call centers


Good information. I’d like to correct a few inaccuracies:

Telephone Service Factor (TSF) is not the same as service level. Service level is defined as percentage of calls answered within a predefined threshold (e.g. 95% in 30 seconds). TSF is a combined metric of service level and abandoned calls. TSF calculations vary depending on the organization’s strategy for handling abandoned calls (see

ASA=Average Speed of Answer

Response Time = ASA

As defined, average talk time , average handle time and average call length are essentially identical. More precisely, average talk time and average call length are identical. Average handling time (AHT) is the sum of average talk time and after call work (ACW).