Call Center

This Tableau Accelerator allows you to:

• Assess & Improve the performance of your Call Centre
• Increase our quality of service and customer satisfaction
• Identify your top performing agents
• Better allocate resources according to peak periods
• Assess training requirements for your agents

Demo video

Answer key business questions

• How many incoming calls do we handle?
• How many calls were answered/abandoned?
• How long do callers wait before hanging up?
• How long do callers wait before having their call answered?
• Which level of service do we deliver to our customers? How satisfied are they?

Monitor and improve KPIs

Calls

• Total Incoming Calls: Total number of incoming calls
• Incoming Calls (Daily): Average number of incoming calls per day worked
• Nb of Enquiries: Number of enquiries. An inquiry is a question which a customer asks in order to get some information. An enquiry can be subject to multiple calls.

Level of Service

• Total Abandoned Calls: Total number of calls that were abandoned
• Abandoned Calls %: Share of incoming calls that were abandoned (expressed in %)
• Total Answered Calls: Total number of calls that were answered by agents
• Answered Calls %: Share of answered calls compared to all incoming calls (expressed in %)
• FCR - First Contact Resolution: Number of inquiries that were resolved/closed at first call
• FCR - First Contact Resolution %: First Contact Resolution %: Share of inquiries that were resolved at first call (expressed in %)
• CSAT - Customer Satisfaction: Customer Satisfaction score (1 for unsatisfied, 5 for fully satisfied)

Agents

• Nb of Agents: Number of agents that have been handling at least one call over the period
• Incoming Calls per Agent: Average number of incoming calls per Agent
• Answered Calls per Agent: Average number of answered calls per Agent

Time

• AHT - Average Handle Time: Average Call Handle Time (Talk Time + Hold Time + After-call Tasks) (expressed in s)
• Avg Wait Time: Average time callers wait when calling the call centre (expressed in s)
• Avg Wait Time until Answer: Average time callers wait before having their call answered (expressed in s)
• Avg Wait Time until Abandon: Average time callers wait before hanging up (expressed in s)
• Avg Talk Time: Average talk time (expressed in s)

Required attributes

• Call # (string): Call Unique Identifier
• Call Date Time (date): Date Time of the call
• Abandon Flag (string): expected values: “Y”, “N”. “Y” means the call was abandoned
• First Contact Resolution Flag (string): expected values: “Y”, “N”. “Y” means the issue was solved after the first contact
• Customer (string): Customer where the caller is working
• Agent (string): Agent who handled the call
• Call Reason (string): Reason for the call
• Enquiry # (string): Unique identifier of caller enquiry
• Wait Time (s) (numeric): Call Wait Time in seconds
• Talk Time (s) (numeric): Call Talk Time in seconds
• Handle Time (s) (numeric): Handle Time in seconds (Talk Time + Hold Time + After-call Tasks)
• Customer Satisfaction (numeric): 1 for unsatisfied, 5 for fully satisfied