Call Center Analytics

High Level Design

Overview

Managing a call center requires being constantly dialed 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.

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)