Number of calls offered

How to determine which help desk metrics to use

Ask the Expert -  A technical help desk can use common metrics like abandoned calls and average speed of answer (ASA) to measure its service levels, advises Lori Bocklund in this call center expert response.

Lowering call abandon rate in the call center

Ask the Expert -  Is it possible to have zero abandoned calls in a call center? Read Lori Bocklund's advice on lowering abandon rate in this call center expert tip.

Calculating abandoned call rates in the call center -- what to include

Ask the Expert -  Expert Lori Bocklund offers advice on what to include when calculating the rate of abandoned call center calls.

Call abandon rate on 0800 numbers vs. 0870 numbers

Ask the Expert -  Read Lori Bocklund's advice for determining call abandon rates for 0800 numbers and 0870 numbers in this call center tip.