Call center kpi dashboard showing abandoned calls group calls group statistics
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Presenting this set of slides with name - Call Center Kpi Dashboard Showing Abandoned Calls Group Calls Group Statistics. This is a four stage process. The stages in this process are Call Center Agent, Customer Care, Client Support.
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Content of this Powerpoint Presentation
Description:
The image is a PowerPoint slide titled "Call Center KPI Dashboard Showing Abandoned Calls." It's designed to provide a snapshot of a call center's key performance indicators (KPIs). The dashboard is divided into three main sections:
1. Call Metrics:Â
Displaying gauges for Total Calls (65), Abandoned Calls (10), and Answered Calls (50), which provide a quick visual representation of call volume and service issues.
2. Group Statistics:Â
Showing detailed metrics such as a 1% Abandonment Rate and an 81% Service Level, along with average hold time (00:00:54), average speed of answer (00:00:08), average call duration (00:00:06), average available time (00:11:33), longest call queue time (00:00:33), and total call duration (05:07:47).
3. Agent Activity Summary:Â
Providing a count of agent statuses including Logged In (11), Logged Out (4), Unavailable (1), Available (10), Dialing (1), Ringing (1), Talking (2), and On Hold (1).
4. Additionally, there's a donut chart for Group Calls with percentages for Incoming, Outgoing, Internal, Transferred, and Conference calls.
Use Cases:
This type of slide can be utilized across various industries for multiple purposes:
1. Telecommunications:
Use: Monitoring call center operations and agent performance.
Presenter: Operations Manager.
Audience: Call center agents, management team.
2. Customer Service:
Use: Tracking customer support metrics and efficiency.
Presenter: Customer Service Manager.
Audience: Customer service representatives, supervisors.
3. Healthcare:
Use: Managing patient inquiry and support call centers.
Presenter: Healthcare Administrator.
Audience: Patient service representatives, clinic managers.
4. Banking and Finance:
Use: Overseeing call center activity for customer financial inquiries.
Presenter: Bank Center Manager.
Audience: Financial advisors, customer service agents.
5. Retail:
Use: Evaluating support for customer orders and service requests.
Presenter: Retail Operations Coordinator.
Audience: Retail staff, support teams.
6. IT Support:
Use: Assessing technical support response times and resolution efficiency.
Presenter: IT Support Team Leader.
Audience: IT support agents, technical team.
7. Travel and Hospitality:
Use: Monitoring booking and customer service call centers.
Presenter: Travel Operations Manager.
Audience: Reservation agents, travel consultants.
Call center kpi dashboard showing abandoned calls group calls group statistics with all 6 slides:
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