Hi,

I wonder if anyone has any statistics they can share with me?

We are reviewing the accuracy of incidents logged by our Help Desk (Outsourced) in their call tracking tool.

2.52% of all incidents logged is due to dropped calls (customer hanging up without speaking) or bad lines (unable to hear the customer). 1.46% is due to Customers hanging up (this isn't abandoning, this is reaching the Help Desk and saying they now have the answer and no longer need help).
Overall this is 3.98% of all our calls, and our concerns are:

a) If these are logged correctly, we have alot of bad line calls that should be addressed or we're paying for a lot of calls in which we're not offering customers any support
b) These aren't genuine, and are being logged to meet the SLA target of logging 100% of calls handled.

Does anyone have any information what would be an average % of
a) hang ups due to bad lines/disconnects
b) Customer simply hanging up

...vs calls handled/logged?

Not something we tracked when our Help Desk was inhouse!

Thanks!

Helen,

These days to tell the truth the incidence
of calls ABA due to a bad line should be
VERY VERY close to zero.

As far as the hang up's go it varies wildly across the industry.

A lot is dependant on what type of service you provide.

A long wait for a dog grooming parlour is not going to be tolerated
whereas a wait to book a doctors appointment or to cancel a credit card
is critical.

I'd start to look at the Average Speed of Answer (ASA).

Then compare it to when you had it Inhouse (You did keep the
stats didn't you {GRIN}).

Normally an outsourcer is targeted on the ASA, ABA rate and Service level.

Something like

ABA < 2%
ASA <16/20sec
SVL = 80% in ASA


See what they say about that.

Regards

DaveA

While, as the above poster mentioned, stats will vary widely across different industries the stats you are providing don't set off any alarm bells with me, in fact, I find them somewhat enviable.

Hopefully you are recording calls so pulling a few of the tapes and comparing the call to the logs should clarify matters. If you are not recording, this would be a good justification.