Call Center Analytics

Call Center Analytics - Customer Service Dashboard

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)

Suggested data model for call center analytics

Department

Customer Service Sales SaaS Software

Role

Call Center Manager, C- level Executives, Data Engineer

Data Connectors

KPIs

First Call Resolutions, Service Level / Response Time, % Calls within SLA, Abandonment Rate

Implementation
Kit

The following resources will enable you to design your dashboard and data model with sample data and then apply it to your own data. Note that you will need to have a previously installed version of Sisense (you can use the free trial version if you’re not a customer).

Sample data and dashboard examples (direct download)

Documentation

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