Real time monitoring of call-center performance
Saisree GR
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
