Not only that, but a bad asa can impact many other goals you australia phone number resource have for your team. Average abandonment rate Keep an eye on this baby. Losing a call in an inbound telemarketing services environment is probably the worst thing that can happen, especially if you are running an inbound sales campaign. These prospects are the hottest of the hot, and every person who quits because they can’t talk to someone fast enough loses revenue. By understanding what your customers tolerate before hanging up the phone, you can appropriately adjust your service levels, service terms, and processing time goals.
Additionally, if you find that customers are giving up after very short wait times, you may want to adjust the messages in your queue to be more interesting or informative. It’s also helpful to let customers know the expected wait time. It's usually less than they think. Average Processing Time Last but certainly not least is the average processing time. Aht is composed of hold time, talk time, and end time divided by the total number of calls handled. This metric is great for giving you a quick overview of how quickly your team is completing calls.