Daily Highlights Report - March 01
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Daily Highlights Report Sun Cellular and Digitel
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Daily Highlights Report - March 01
Transcript of Daily Highlights Report - March 01
Daily Highlights Report
Sun Cellular and Digitel
Inbound Campaigns
Sun CellularOperational Highlights:
2:00AM 3G call volume increased by 320% against previous week(+32); increased by 600% against previous day(+36).Queue level stats: ACR = 80%; SLS = 79%; AHT = 3.66Top concern: No internet connection – issue was escalated to CTSS
7:00AM – 9:00AM Call volume increased by 28% against previous week(+377); increased by 14% against previous day(+205).Queue level stats: ACR = 67%; SLS = 13%; AHT = 3.85Top call drivers:
Billing inquiries GPRS and MMS activation / Handset configuration SBW – No/Slow internet connection
7:30PM – 12:00MN Dip in queue level stats: ACR = 46%; SLS = 9%; High AHT = 4.44Call volume decreased by 4% against previous week(-298); increased by 4% vs previous day(+248).Top call drivers:
GPRS and MMS activation / Handset configuration Billing inquiries SBW – No/Slow internet connection VAS – Can’t access mobile internet / Facebook zero concerns
Queue level stats decreased against previous week due to the 18% decrease in available headcount(high absenteeism) and larger call volume. PABX level SLS also decreased.
DIGITEL cross-trained agents were transferred to Sun Cellular: FTE = 13.99 Staffed time = 134.30 hrs AHT = 3.01 mins Equivalent calls answered = 2,000
Total Number of Scheduled Staff = 173 Total no. of absences = 13.50 Total no. of scheduled leaves = 7 Total no. of unscheduled leaves (SL) = 0
Overall productivity – 91.51%
Call Takers: Productivity – 90.85% Occupancy – 88.53% Utilization – 91.09%
Segment Performance
QA scores
Previous Day and Previous Week Comparison
2G Call Volume Arrival
2G Hotline Staffed Calls Received
0
100
200
300
400
500
600
700
800
900
1000
12:00
1:00
2:00
3:00
4:00
5:00
6:00
7:00
8:00
9:00
10:00
11:00
12:00
1:00
2:00
3:00
4:00
5:00
6:00
7:00
8:00
9:00
10:00
11:00
1-Mar 23-Feb 29-Feb
3G Call Volume Arrival
3G Hotline Staffed Calls Received
0
20
40
60
80
100
120
140
12:0
0
1:0
0
2:0
0
3:0
0
4:0
0
5:0
0
6:0
0
7:0
0
8:0
0
9:0
0
10:0
0
11:0
0
12:0
0
1:0
0
2:0
0
3:0
0
4:0
0
5:0
0
6:0
0
7:0
0
8:0
0
9:0
0
10:0
0
11:0
0
1-Mar 23-Feb 29-Feb
TOP CALL DRIVERS
PABX and Queue Performance
Year to date performance
12-month call volume
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12
Calls Received Calls Answered
Web Chat Performance
0
200
400
600
800
1,000
1,200
1,400
1,600
Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan-12 Feb-12 Mar-12
Vo
lum
e
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
SBW ADSL Roaming ACR
0
200
400
600
800
1,000
1,200
1,400
1,600
Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan-12 Feb-12 Mar-12
An
sw
ere
d
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
SBW ADSL Roaming ACR
x
DigitelOperational Highlights:
7:30PM – 12:00MN Dip in queue level stats: ACR = 65%; SLS = 14%; AHT = 2.05Call volume decreased by 4% against previous week/day(-25).Top call drivers:
Both PABX and queue level stats decreased against previous week due to the following: 8% increase in AHT Slight increase in queue level call volume IVR answered call decreased by 3%(-120)
DIGITEL cross-trained agents were transferred to Sun Cellular: FTE = 13.99 Staffed time = 134.30 hrs AHT = 3.01 mins Equivalent calls answered = 2,000
Total Number of Scheduled Staff = 41 Total no. of absences = .50 Total no. of scheduled leaves = 2 Total no. of unscheduled leaves (SL) = 1 Pulled-out for Training (Sun Cellular Cross-training) = 11
Overall productivity – 91.31%Call Takers:
Productivity – 89.91% Occupancy – 79.67% Utilization – 89.91%
QA Scores:
PABX and Queue Performance
Year to date performance
12-month call volume
0
50,000
100,000
150,000
200,000
250,000
300,000
350,000
400,000
450,000
500,000
Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12
Call Received Calls Answered
Previous Day and Previous Week Comparison
Call Volume Arrival
DIGITEL Hotline Staffed Calls Received
0
50
100
150
200
250
12
:00
1:0
0
2:0
0
3:0
0
4:0
0
5:0
0
6:0
0
7:0
0
8:0
0
9:0
0
10
:00
11
:00
12
:00
1:0
0
2:0
0
3:0
0
4:0
0
5:0
0
6:0
0
7:0
0
8:0
0
9:0
0
10
:00
11
:00
1-Mar 23-Feb 29-Feb
TOP CALL DRIVERS
Top 10 Complaints
Top 10 Complaints with Follow – up count
Top 10 Inquiries
Telesales Campaign
Overall (MTD):
*Note: We weren’t able to receive both the MTD and no of attempts reports from callout team.
QA scores
Overall productivity – 97.16%Occupancy – 80.60%Utilization – 97.16%
SBW MTD Activation Report
Investigation Service Fulfillment BPO
Volume:
Ageing Tracker:
Backlog Tracker:
Volume:
Backlog Tracker:
Service Quality
Project Hestia and Solon Progress Report
