[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:

http://www.mitan.co.uk/phchelp/mdlebex.htm

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