Identification of Potential X’s for Abandoned Call Rate

Himanshu Sharma

May 6, 16

“Identification of Potential X’s for Abandoned Call Rate:
Sudden Increase In Volume of Call
Agent Strngth/Agent Position
Break Duration of Agent
Agent Skillset
Call Answer Rate
Call Handled Time
Peak Hour of Day
Aget Experience
First Time Not Right
After Call Work Time
Technical Issue at ACD
Behaviour of Agent
Supervisor Issue(Strict/Lininet Supervisor)
Location
Product Launch/Type
Season of Call Duration
Volume increase due to Any Outage
Aux-Mode of the Agent
Shift Timing(Morning/Afternoon/Night)
Shift Overlap Issue
Employee DSAT

The below activity of Identification of Potential X’s for Abandoned Call Rate has been done by our student, Abhilash Kumar.

Y=Abandon Call Count Abandon Call Potential Xs
Sudden Increase In Volume of Call
Agent Strngth/Agent Position
Break Duration of Agent
Agent Skillset
Call Answer Rate
Call Answer Rate
Call Handled Time
Peak Hour of Day
Aget Experience
First Time Not Right
After Call Work Time
Technical Issue at ACD
Behaviour of Agent
Supervisor Issue(Strict/Lininet Supervisor)
Location
Product Launch/Type
Season of Call Duration
Volume increase due to Any Outage
Aux-Mode of the Agent
Shift Timing(Morning/Afternoon/Night)
Shift Overlap Issue
Employee DSAT

Please give your inputs on the same.

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