Perhaps your question is too vague or maybe that was its intention? At first the simple answer would be record against how many calls have been recorded for that particular number, address, etc... but I believe your intentions to dig deeper? So perhaps the question is what is the number of calls that's relevant (To department, campaign, etc)and to what reporting metric to we count their call towards. Which I believe with the right tool is very easy to account for based on the reason of the call and any internal influences that would of caused that call. I'm not sure if I'm answering the question, but that's how I interpreted your question.

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Dustin Biddle Replied on Oct. 5, 2011

Raza, I beleive we would need to dig a bit deeper into your toolsets for gathering this metric. If you want sheer metrics based on volum then IVR + Agent CAlls / Subscriber Base I believe would get you a number. I don't know how much value that would add knowing that "Tom" calls 4 times a month other then than the fact that Tom + Mary = Total Calls for month. Do you care of intentions or simply volume?

S.Yaser Raza Replied on Oct. 9, 2011

hello dustin, I am interested in the %age of the customers who are calling my helpline. for example I have 1 million subscribers who can call my helpline but not every subscriber calls in. I hope this would help in going more deeper

Susan Leighton

Project Manager, Citigroup

Posted on Oct. 9, 2011

This can be calculated by adding "pegs" or MIS markers in the IVR. If you want to monitor how many calls come into customer service, you would place the pegs at the beginning of the customer service module.
You could set it up so that the pegs would calculate how many calls are received within the month.

Scott McKinley

Vice President, OneTouch Direct

Posted on Dec. 6, 2011

Raza,

You may want to update your formula slightly as follows:

# calls answered @ IVR (do not include calls that flowed from the IVR to the agent)
PLUS
# calls answered by agents (do not use "offered" since it includes abandoned calls...many abandons lead to another call that is answered later)

Then divide by your subscriber base and you should get the number you are looking for.

Best regards,

Scott McKinley

S.Yaser Raza Replied on April 9, 2012

Hello Scott,

My apologies for such a late reply. your provided formula seems very fascinating But it would not suit the people who are aiming at a controlled CPC. Like if we just divide the IVR answered calls + Agents answered calls with our subscriber base, our CPC would be amazingly controlled by just putting even 10 agents to answer the call. Means the lesser the resources, lesser would be the agents answered calls and the result would be a minimized CPC. For example

IVR Answered/Handled calls (100,000) + Agent Answered calls of 10 Agents (1000)/ Subscriber base (10,000,000) = CPC (0.01)