Call center kpi dashboard with customer satisfaction graph

Description:

The image is a PowerPoint slide titled "Call Center KPI Dashboard with Customer Satisfaction Graph." It features various metrics and charts that measure the performance of a call center.

The text elements include:

1. Key Metrics 2021:

a). First Call Resolution: Shows a 39% resolution rate, with an improvement from 26% in 2020.

b). Average Speed of Answer: Indicates a current average response time of 24 seconds, a decrease in performance from 18 seconds in 2020.

2. Customer Satisfaction: 

A donut chart displaying different levels of customer satisfaction, with segments presumably representing proportions of customer responses from very unsatisfied to very satisfied.

3. Call Volume vs Service Level 2021: 

A bar and line graph displaying monthly call volume and the percentage of calls answered within 20 seconds, showing a service level peak in August.

4. Cost per Contract / Month: 

A bar graph showing the monthly cost per contract against an average, indicating the fluctuation in costs relative to a standard.

Use Cases:

This dashboard slide can be used across various industries where call center operations are crucial:

1. Telecommunications:

Use: Tracking customer service metrics.

Presenter: Customer Service Director

Audience: Service team, management

2. Healthcare:

Use: Monitoring patient support services.

Presenter: Patient Services Manager

Audience: Administrative staff, healthcare providers

3. Financial Services:

Use: Evaluating the performance of customer support for banking products.

Presenter: Head of Customer Experience

Audience: Bank staff, executives

4. Technology:

Use: Assessing tech support response times and satisfaction.

Presenter: Technical Support Manager

Audience: Tech support agents, IT department heads

5. Retail:

Use: Reviewing customer service efficiency for online and offline stores.

Presenter: Retail Operations Analyst

Audience: Customer service reps, store managers

6. Utilities:

Use: Overseeing customer issue resolution and service speed for utility services.

Presenter: Call Center Operations Head

Audience: Customer support teams, operational leaders

7. Government Services:

Use: Gauging public service response rates and citizen satisfaction.

Presenter: Public Relations Officer

Audience: Government employees, public stakeholders