Real time monitoring of call-center performance by Saisree GR

Real time monitoring of call-center performance

Saisree GR

Data Scientist

Data Visualizer

Data Analyst

Google BigQuery

SQL

Tableau

Worked with a call-center where I created real-time call-center performance dashboard inorder to track key operational metrics - helping managers track agent's performance, ensure service quality and enhance customer satisfaction

Few Keys metrics:

Call volume: number of inbound and outbound calls to different teams

Average handle time(AHT): Average time taken by an agent to handle a customer

Customer Satisfaction (CSAT): Feedback from users on scale of 1-5 from post-call survey

Abandonment rate: % of calls where customers dropped from queue before being answered

Deliverables:

Real-Time Interactive Dashboard:

A visual interface displaying live updates of key metrics (AHT, FCR, CSAT, etc.).

Ability to drill down into data by department, agent, or time period for detailed analysis.

Agent-Level Insights:

Real-time view of each agent’s performance, including number of calls handled, average call time, and idle time.

Individual agent dashboards to track and improve performance.

Weekly/Monthly Performance Reports:

Automatically generated reports summarizing key performance indicators, helping managers assess team performance over specified periods.

Impact:

Achieved better agent productivity thus enhancing service quality

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Posted Sep 14, 2024

Created an interactive dashboard to monitor real-time weekly performance of a call-center to help track agent's performance, ensure service quality and CSAT

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Data Scientist

Data Visualizer

Data Analyst

Google BigQuery

SQL

Tableau