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.Dashboard Example (sample data)
Click on the image to open and interact with the dashboard:
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)
