Call Center Representative
Efficiency

High Level Design

Overview

A common mistake for Call Centers that want to improve their SLA is to increase their workforce. This may not necessarily help. First, existing representatives are not necessarily working in the most efficient manner. Second, this can increase operational expenses. The best solution would be to measure the representatives: Identifying hidden unemployment, strengths, weaknesses, what to focus on in workshops etc. In addition, this can assist in creating a bonus program for employees which in the long run will improve worker performance and as a result the call center’s performance as a whole.

Goals

Improve representative overall efficiency.

Objectives

• Improve representative occupancy
• Increase % of time in of external incoming calls/ Amount of external incoming calls
• Decrease time of non direct actions (Break, internal calls, consulting, back office, paperwork etc.)

KPI Architecture

Objectives	KPIs	Measures	Data Source
Improve representative occupancy	% occupancy	(sum([Duration]),[ActionTypeName1])/sum([Duration]) Filtered on internal ingoing+ internal outgoing+ external ingoing + external outgoing	Fact_WorkLog, DimActions
Decrease time of indirect actions	% Break time	([Total Duration],[ActionTypeName])/[Total Duration]	Fact_WorkLog, DimActions
	Avg break time	vg([ID],([Total Duration],[ActionTypeName]))/[# of unique Days in Date]/60	Fact_WorkLog, DimActions, DimDate
Increase % of time in external incoming calls / Amount of external incoming calls	% time external incoming	(sum([Duration]),[ActionTypeName])/sum([Duration]) Filtered by external ingoing and outgoing	Fact_WorkLog, DimActions
	Average external calls per day	(count([CallID]),[ActionTypeName])/[# of unique Days in Date] Filtered by external incoming and outcoming	Fact_WorkLog, DimActions, DimDate
Increase % of time in external incoming calls	Average External talk time (in Minutes)	avg([ID],([Total Duration],[ActionTypeName]))/[# of unique Days in Date]/60	Fact_WorkLog, DimActions, DimDate, DimEmployees
Decrease time of indirect actions	Average Internal talk time (in Minutes)	avg([ID],([Total Duration],[ActionTypeName]))/[# of unique Days in Date]/60	Fact_WorkLog, DimActions, DimDate, DimEmployee
Decrease time of indirect actions	% time paperwork	([Total Duration],[ActionTypeName])/[Total Duration] Filtered by paperwork	Fact_WorkLog, DimAction, DimEmployee
	% time consulting	([Total Duration],[ActionTypeName])/[Total Duration] Filtered by consulting	Fact_WorkLog, DimAction, DimEmployee
	% time back office	([Total Duration],[ActionTypeName])/[Total Duration] Filtered by back office	Fact_WorkLog, DimAction, DimEmployee
	% time break	([Total Duration],[ActionTypeName])/[Total Duration] Filtered by break	Fact_WorkLog, DimAction, DimEmployee

Data Modeling (Elasticube Design)