• Calls Handled rose slightly to answer 124 or 12% more calls.
• 64 calls transfer to Fonebox were comprised of 56 calls from Allocations and 8 calls from Customer Care.
• Compared to last Tuesday, Fonebox calls have increased by 82%.
Customer Care
• Calls offered increased by 16% or 134 more calls, the team responded by answering 20% or 139 more calls. Well Done, Keep up the great work!
• Compared to last Tuesday, the Abandoned Rate fell from 11.5% to 3.5% . Great Job!!
• Yesterday’s call Service Level finished the day at 52%, dropping 2.1 percentage points up on last week.
• To improve the Service Level for the Customer Care workgroup, the team needs to focus on ‘5 time slots’ throughout the day. See the times highlighted in the graph below. …show more content…
• On Hold calls decreased by 12% improving the customer experience
• 56 calls transferred to Fonebox resulting in agents not signed
• 64 calls transfer to Fonebox were comprised of 56 calls from Allocations and 8 calls from Customer Care.
• Compared to last Tuesday, Fonebox calls have increased by 82%.
Customer Care
• Calls offered increased by 16% or 134 more calls, the team responded by answering 20% or 139 more calls. Well Done, Keep up the great work!
• Compared to last Tuesday, the Abandoned Rate fell from 11.5% to 3.5% . Great Job!!
• Yesterday’s call Service Level finished the day at 52%, dropping 2.1 percentage points up on last week.
• To improve the Service Level for the Customer Care workgroup, the team needs to focus on ‘5 time slots’ throughout the day. See the times highlighted in the graph below. …show more content…
• On Hold calls decreased by 12% improving the customer experience
• 56 calls transferred to Fonebox resulting in agents not signed