Generic selectors
Exact matches only
Search in title
Search in content
Post Type Selectors

Customer behaviour

Viewing 2 posts - 1 through 2 (of 2 total)
  • Author
  • #11663
    Stephen Goy

    I have the job of building a call centre. Part of the planning and proposal will be some analysis of how often a person will call back if they abandon their initial attempt to contact the organisation. Is there any research out there or rules of thumb which could give me a starting point? (short of pouring over stacks of billing information from our telco that is)

    Donna B.

    There is no exact science for this, but you might try the Mitan-C model. Frustration levels will certainly vary by industry, but this model will – at least – factor in recall to help you to predict staffing. You have to buy a product called PhoneCalc to use it. Here’s a link that explains it:

Viewing 2 posts - 1 through 2 (of 2 total)
  • The forum ‘Call center’ is closed to new topics and replies.