Call center kpi dashboard showing call resolution currently active and waiting
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Presenting this set of slides with name - Call Center Kpi Dashboard Showing Call Resolution Currently Active And Waiting. This is a one 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 shows a "Call Center KPI Dashboard" PowerPoint slide that provides a visual representation of key performance indicators (KPIs) for a call center's operations.
The text elements provide the following data points:
1. Call Centre Metrics:
a). 2,584 Calls: Number of calls handled this week, with a downward red arrow indicating a decrease compared to 2,710 calls handled last week.
b). 59% FCR: First Call Resolution rate, with an upward green arrow indicating an improvement from 47% FCR last week.
2. Call Resolution:
a). First Call: The percentage of issues resolved on the first call this month to date (MTD) is 39%, showing a trend increase from the previous month's 34%.
b). 2 or More: The percentage of issues that required two or more calls to resolve is 47% MTD, down from the previous month's 54%.
c). Unresolved: The percentage of calls that remained unresolved is 13% MTD, slightly down from the previous month's 14%.
3. Currently Active & Waiting:
A gauge chart showing the current status of callers with 65 active and 10 waiting.
4. Schedule Adherence Today:
A table with data on individual agents' adherence to their schedules and the number of calls they have handled today.
Use Cases:
This type of dashboard is widely applicable across industries that use call centers for customer service:
1. Telecommunications:
Use: Monitoring customer service effectiveness.
Presenter: Customer Service Manager
Audience: Service representatives, management
2. Healthcare:
Use: Managing patient inquiries and support.
Presenter: Healthcare Administrator
Audience: Support staff, healthcare providers
3. Financial Services:
Use: Tracking performance of customer assistance with banking products.
Presenter: Call Center Operations Head
Audience: Financial advisors, customer service team
4. Technology:
Use: Overseeing technical support for software or hardware products.
Presenter: Tech Support Team Leader
Audience: Technical support staff, IT managers
5. Retail:
Use: Assessing customer support for product inquiries and order issues.
Presenter: Retail Customer Service Coordinator
Audience: Customer service agents, retail managers
6. Travel and Hospitality:
Use: Evaluating booking assistance and customer care.
Presenter: Travel Advisor Manager
Audience: Booking agents, travel consultants
7. Utilities:
Use: Measuring response to customer service issues for utility services.
Presenter: Utilities Support Manager
Audience: Customer service department, utility service technicians
Call center kpi dashboard showing call resolution currently active and waiting with all 6 slides:
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