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    Bus115 Project 08

    Uploaded by

    Marvin Cinco
    The call center receives an average of 4,555 inbound calls per month, but struggles with long average speed of answer times and a high call abandonment rate. Specifically, the average speed of answer is 36 seconds and 22% of calls are abandoned on average each month. Both the average speed of answer and call abandonment rate have been trending upwards in recent years. The call center needs to address these issues to improve customer service and reduce abandoned calls.

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    © All Rights Reserved
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    Bus115 Project 08

    Uploaded by

    Marvin Cinco
    123 views6 pages
    The call center receives an average of 4,555 inbound calls per month, but struggles with long average speed of answer times and a high call abandonment rate. Specifically, the average speed of answer is 36 seconds and 22% of calls are abandoned on average each month. Both the average speed of answer and call abandonment rate have been trending upwards in recent years. The call center needs to address these issues to improve customer service and reduce abandoned calls.

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    bus115_project_08.xlsx

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    The call center receives an average of 4,555 inbound calls per month, but struggles with long average speed of answer times and a high call abandonment rate. Specifically, the average speed of answer is 36 seconds and 22% of calls are abandoned on average each month. Both the average speed of answer and call abandonment rate have been trending upwards in recent years. The call center needs to address these issues to improve customer service and reduce abandoned calls.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    123 views6 pages

    Bus115 Project 08

    Uploaded by

    Marvin Cinco
    The call center receives an average of 4,555 inbound calls per month, but struggles with long average speed of answer times and a high call abandonment rate. Specifically, the average speed of answer is 36 seconds and 22% of calls are abandoned on average each month. Both the average speed of answer and call abandonment rate have been trending upwards in recent years. The call center needs to address these issues to improve customer service and reduce abandoned calls.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    of 6

    Month Inbound Calls Average Speed of Answer in Secs Abandoned Calls

    1/1/2022 5035 1500 2000


    12/1/2021 5478 980 4200
    11/1/2021 3821 400 880
    10/1/2021 11333 360 1200
    9/1/2021 3475 520 1140
    8/1/2021 3166 300 540
    7/1/2021 3282 400 1020
    6/1/2021 3425 400 600
    5/1/2021 3402 400 740
    4/1/2021 3084 400 900
    3/1/2021 4521 740 1600
    2/1/2021 4122 1500 3500
    1/1/2021 5438 224 969
    12/1/2020 5705 80 233
    11/1/2020 4052 28 58
    10/1/2020 9943 31 225
    9/1/2020 5012 27 91
    8/1/2020 3607 16 34
    7/1/2020 3153 25 43
    6/1/2020 3552 31 77
    5/1/2020 2740 15 25
    4/1/2020 3184 14 36
    3/1/2020 3786 14 32
    2/1/2020 3695 15 46
    1/1/2020 4133 39 140
    12/1/2019 4676 20 52
    11/1/2019 3288 13 36
    10/1/2019 7625 28 142
    9/1/2019 3715 10 29
    8/1/2019 3073 10 21
    7/1/2019 3611 7 18
    6/1/2019 3361 9 27
    5/1/2019 2716 8 9
    4/1/2019 3957 8 22
    3/1/2019 3298 9 21
    2/1/2019 3367 10 23
    1/1/2019 5070 13 127
    12/1/2018 4403 14 34
    11/1/2018 3153 10 21
    10/1/2018 6674 10 56
    9/1/2018 3725 9 13
    8/1/2018 3104 12 23
    7/1/2018 4563 14 49
    6/1/2018 3288 12 17
    5/1/2018 2897 10 34
    4/1/2018 3535 12 21
    3/1/2018 3332 13 39
    2/1/2018 3187 16 25
    1/1/2018 4150 13 66
    12/1/2017 5274 49 210
    11/1/2017 4340 20 44
    10/1/2017 6452 18 60
    9/1/2017 4108 26 57
    8/1/2017 3138 15 27
    7/1/2017 3898 20 51
    6/1/2017 3034 20 30
    5/1/2017 3317 20 37
    4/1/2017 3331 20 45
    3/1/2017 3926 37 80
    2/1/2017 3566 106 271
    1/1/2017 6481 224 969
    12/1/2016 3864 80 233
    11/1/2016 4455 83 219
    10/1/2016 6771 28 120
    9/1/2016 3153 23 54
    8/1/2016 3585 24 46
    7/1/2016 3682 24 67
    6/1/2016 3242 14 38
    5/1/2016 3325 15 44
    4/1/2016 5637 21 102
    3/1/2016 3893 29 83
    2/1/2016 3117 21 43
    1/1/2016 2970 17 41
    12/1/2015 2584 22 37
    11/1/2015 2763 21 45
    10/1/2015 2752 18 40
    9/1/2015 3101 29 62
    8/1/2015 3472 44 100
    7/1/2015 3685 43 82
    6/1/2015 3790 62 164
    5/1/2015 3559 49 130
    4/1/2015 6009 29 110
    3/1/2015 4379 29 72
    2/1/2015 2520 18 30
    1/1/2015 3171 25 45
    Call Abandonment Rate
    How successful is the call center?
    What does the data tell you?

    Number Insight
    1 The call center is receiving a significant
    number of inbound calls, with a mean of
    4,555 calls per month. The chart "Inbound
    Calls over Time" shows the trend of
    inbound calls. The call center should ensure
    that there are enough agents to handle the
    high volume of calls.

    2 The average speed of answer is a crucial


    metric for measuring customer service
    performance. The data shows that the
    average speed of answer is 36 seconds,
    which is not ideal. The chart "Average
    Speed of Answer over Time" shows the
    trend of this metric. The call center should
    aim to reduce the average speed of answer
    to improve customer satisfaction.

    3 The call abandonment rate is a critical


    metric for measuring the effectiveness of
    the call center. The data shows that 22% of
    inbound calls are abandoned by callers.
    The chart "Call Abandonment Rate over
    Time" shows the trend of this metric. The
    call center should aim to reduce the call
    abandonment rate by improving agent
    training, reducing the average speed of
    answer, and providing customers with self-
    service options.

    4 The call center has a relatively high number


    of abandoned calls per month, with a mean
    of 1,263 abandoned calls. The chart
    "Abandoned Calls over Time" shows the
    trend of abandoned calls. The call center
    should investigate the reasons for
    abandoned calls, such as long hold times,
    inadequate agent training, or system
    issues, and take steps to address them.
    Supporting data (reference a chart)

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