High Level Design

Overview

Managing a call center requires being constantly dialled into the latest metrics and KPIs so you can reduce handling times, increase productivity, and meet service level agreements. Call centers are committed to delivering the highest level of service to their customers, which is why they need to be able to meticulously monitor their performance. This customer service analytics solution increases the visibility of real time, business-critical metrics providing the company with the information needed to respond to challenges before they become crises.

Dashboard Example (sample data)

Click on the image to open and interact with the dashboard:

Call Center Analytics - Customer Service Dashboard

Goals

Improve customer satisfaction from the service we provide.

Objectives

  • Increase customer satisfaction from call center
  • Improve number of incidents resolved within SLA

KPI Architecture

Objectives KPIs Measures Data Source
Increase Customer Satisfaction First Call Resolutions Avg. Queue Time VRU
Service Level / Response Time. Calls longer than 15 minutes VRU
Improve number of incidents resolved within SLA % Calls within SLA Number of Calls VRU
Abandonment Rate Calls per Minute VRU

Data Modeling (Elasticube Design)

Suggested data model for call center analytics