Opinions on Service Factor parameters

[Kevin S]

Here's a question I have for the population.

The first call center I worked at defined their Service Factor to be 80% in 30 seconds, with a 10 second Short Abandon Threshold. Historically, that is what I have used.

In a conversation I had a few months ago about SF, the other party felt that the short abandon threshold for 80%/30 should be 30 seconds (not 10). The argument was the call center claims to be able to answer the call in 30 seconds, and if the caller abandons between 10 and 30 seconds, they are not giving the agents a "valid chance" to meet that 30 second commitment. Therefore, you should consider short abandons to be 30 seconds.

I'm interested to hear opinions...

[cavagnaro]

Well I do have a customer on which an area also asked this, and analyzing their statistics well was valid, the reason was because time of conversation was very high because of the nature of the area itself (tech support) and the initial 10 seconds was too punisher. With a 30 seconds of Short Abandon some agents were finishing and even when SF is still low it got better and reflects a more real number. Also customer average time to abandon was 40 seconds so the 30 was ok...