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ARCHIVED - Using External Service Delivery Key Performance Indicators

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MAF Category: Citizen-Focussed Service

Theme: Delay Measures

Once a citizen or business has successfully accessed a GoC call centre service, the caller might successfully self-serve through IVR capabilities. If self-service is not an option, or if the caller prefers agent assistance, the caller will likely be placed in a call queue to await the availability of an appropriately skilled service agent. Callers may have low tolerance for waiting and research indicates that "delay awareness" occurs on average after 120 seconds. Depending on in-queue messaging, call complexity and service expectations, callers will develop negative opinions of service as the delay to service grows.

All managed call centres use the measure Average Speed to Answer (ASA) and compare it to the performance target Service Level in day-to-day management of telephone-based service. This measure is so directly linked to Client Satisfaction that some GoC call centres will temporarily restrict access to the ACD or to agents if service levels are not being maintained. Another way of managing Service Level is to increase the service capacity either through additional agents or by improving agent adherence to schedule.

Average Speed to Answer (ASA)

Average length of time that callers who have reached the ACD wait in the queue before being answered by an agent

Average Speed to Answer: Vendor Specifics

System	Source
Northern PBX (MAX 6/7)	Report Name: Summarized ACD-DN Performnce Column/Data Name: Avg Del Sec
Centrex MAX 100	Report Name: Summarized ACD-DN Call Analysis Column/Data Name: Avg. Ans. Del.
Centrex Perimeter	Report Name: Incoming Traffic Analysis Report Column/Data Name: Avg. Speed to Answer
Symposium	Report Name: Performance application Column/Data Name: Avge Ans Delay

Service Level

Percentage of calls that reach an agent or are abandoned within a specified time threshold (T); T represents a service threshold considered reasonable, e.g. 120 seconds.

(Calls Answered Within T + Calls Abandoned Within T) X 100
(Total Calls Answered + Total Calls Abandoned)

Usage Tip: In plain language, calls answered or abandoned within the call centre's threshold have been served within a reasonable time frame. These calls have a positive impact on service levels. Calls answered after the threshold, although still servicing clients, have a negative impact on service levels.

Service Level: Vendor Specifics

System

Source

Northern PBX (Max 6/7)

Report Name: Summarized ACD-DN Performance
Column/Data Name: SRV LVL %

Centrex MAX 100

Report Name: Summarized ACD Group Performance
Column/Data Name: SVR LVL %

Centrex Perimeter

Note: Grade of Service calculated by Perimeter does not include abandoned calls. Three separate components will be required in order to determine the service level.

Report	Component name
Incoming Calls Abandoned	Number abandoned within 120 secs
Incoming Calls Waiting	Number calls answered within 120 secs
Incoming Calls Waiting	Total offered

Symposium

Service Level field does not exist in standard reports. Customized reports using tools such as Excel, Access, Crystal, or Impromptu must be developed.