You are the manager of a call center handling sales calls for an insurance company. You want real-time performance data for your group based on a number of key metrics. You want to see how many calls are being handled, both inbound and outbound calls, and you need to see the closure rate for the policies being sold and who the top agents are. Like most call centers, you need to monitor the abandoned call rate. Because of a service-level agreement (SLA), you also need to monitor the average speed of answer and the “call me now” and “call me later” outcomes, both in real time and month-to- date (MTD). This dashboard will run on a large wall-mounted display so that the manager and members of the call center can monitor it periodically throughout the day.
Note: Call centers often measure average hold time and average talk time (i.e., average length of the calls) by agent, but these metrics are not needed in this particular example.
Specifics
You are tasked with showing the real-time performance of your call center by comparing it to SLAs and monthly results.
You need to ...
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