Call Center

by Tableau

Description

This Tableau Accelerator allows you to:

  • Assess & Improve the performance of your Call Center
  • 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 Inquiries: Number of inquiries. An inquiry is a question which a customer asks in order to get some information. An inquiry 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 center (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
  • Inquiry # (string): Unique identifier of caller inquiry
  • 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

Features

Supports data mapping

Resources