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)

Suggested data model for call center rep efficiency analysis