[Karan Bajaj]

Dear Friends,

Can someone pls advise me on how much can “call arrival pattern” contribute to non-achievement of SLAs on Abandon rate and Service Factor.

Thanks,
Karan.

[Chris Linden]

Karan,

Call arrival pattern does have a significant element of randomness about it and the contrbution of it to non-achievement of SLAs is likely to be greater in smaller centres.

However, accurate tracking of historical data & forecasting should enable you to predict the call arrival pattern. If you are not accurately matching your schedules to your forecast call arrival pattern, this is liable to have a greater impact on SLAs than any inherrent randomness.

Cheers,
Chris

[Karan Bajaj]

Thanks Chris. I am already working on the fcst, will definitely revert with the results achieved, if any 🙂

Cheers,
Karan.

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