October Monthly Review
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Transcript of October Monthly Review
SineadEOM October 2015
ReviewLycamobile Ireland
Call Performance LM EIJul Aug Sept
Previous QTR
Oct
17355 12875 12335 14188 11726
13943 12550 12024 12839 11478
5.00% 5.00% 5.00% 5.00% 5.00%
19.66% 2.52% 2.52% 8.23% 2.11%
0:01:40 0:00:14 0:00:15 0:00:43 0:00:11
0:15:35 0:06:30 0:05:40 0:09:15 0:05:08
Ove
rall L
ine
Call Performance Trend
Calls offered
Calls Answered
Actual Abandoned Rate
Max Wait Time
Average Wait Time
Abandoned Rate Target
Call Performance GT UKJul Aug Sept
Previous QTR
Oct
1851 1597 1969 1806 1929
1473 1520 1833 1609 1867
5.00% 5.00% 5.00% 5.00% 5.00%
20.42% 4.82% 6.91% 10.72% 3.21%
0:02:22 0:00:36 0:00:44 0:01:14 0:00:22
0:13:46 0:05:47 0:08:10 0:09:14 0:05:15
Call Performance Trend
Ove
rall L
ine
Calls offered
Calls Answered
Abandoned Rate Target
Actual Abandoned Rate
Average Wait Time
Max Wait Time
Utilization and TicketingJul Aug Sept
Previous QTR
Oct
70.00% 70.00% 70.00% 1 70.00%
70.90% 44.03% 48.80% 1 44.51%
5 5 5 5 5
5 2 1 3 3
Call Performance
Indi
vidu
al T
eam
Utilization Target
Actual Utilization
Ticketing Variation Target
Actual Ticketing Variation
AttritionJuly Aug Sept
Previous QTR
Oct
19 17 16 17 16
1 2 0 1 0
5.26% 11.76% 0.00% 5.67% 0.00%
0 0 0 0 0
0.00% 0.00% 0.00% 0.00% 0.00%
5.26% 11.76% 0.00% 5.67% 0.00%
Ove
rall L
ine
Attrition Percentage
Number of leaves - voluntary (resignations)
% lost through resignations
Attrition Trend
Number of leavers involuntary (termination)
% lost through terminations
Headcount
Delivered & Missing HoursJul Aug Sept
Previous QTR
Oct Trend
1272:00:00 1312:00:00 1272:00:00 1285:20:00 1368:00:00
1020:53:44 1097:34:36 1101:58:31 1073:28:57 1239:54:33
251:06:16 214:25:24 170:01:29 211:51:03 128:05:27
80.22% 83.66% 86.56% 83.48% 90.63%
Indi
vidu
al T
eam
Time & Attendance
Missing Hours
Hours delivered by the Team (Minus Break)
Total Hours Rostered by Planning
% Time delivered vs.Rostered Hours
Unplanned Time LostJul Aug Sept
Previous QTR
Oct
168:00:00 128:00:00 192:00:00 162:40:00 08:00:00
13.21% 10.46% 15.10% 12.92% 0.58%
56:00:00 64:00:00 96:00:00 72:00:00 112:00:00
4.40% 4.88% 7.55% 5.61% 8.19%
8:00:00 08:00:00 00:00:00 5:20:00 00:00:00
0.63% 0.61% 0.00% 0.41% 0.00%
09:09:30 21:22:00 03:38:40 11:23:23 00:18:51
0.72% 1.63% 0.29% 0.88% 0.02%
Unplanned Time Lost Trend
Time in Sick
% lost from sickness
% lost from absence
Indi
vidu
al T
eam
% lost from Late / Early Leave
Late / Early Leave
% lost from emergency leave
Emergency Leave
Time in Absent (Includes AWOL)
Incident LogAbsent = 13
Sick = 1No Show = 2
Late = 7Left Early = 1
24 Incidents in Total compared to last month: 29
Anthony Grant No CCM Meeting 4 IncidnetsChristopher Huxtable No CCM Meeting 1 Incident
Jhovan Rowe Final Warning/Final CCM Meeting 12 IncidentsVincent Dowding Final CCM Meeting 0 Incidnets
Lloyd Ramsey Final CCM Meeting 0 IncidnetsMasiti Hashim Final Warning/Final CCM Meeting 4 IncidnetsShuel Ahmed No CCM Meeting 1 Incident
Dwayne Linque No CCM Meeting 2 Incidents
Day Date Agent Incident Comments RTW InterviewThursday 01/10/2015 Dwayne Linque Late IR received on 02/10Friday 02/10/2015 Jhovan Rowe Absent Done by Sinead on 12/10Sunday 04/10/2015 Anthony Grant AbsentMonday 05/10/2015 Jhovan Rowe Absent Done by Sinead on 12/10Monday 05/10/2015 Christopher Huxtable Sick Done by Sinead on 06/10Monday 05/10/2015 Anthony Grant Left EarlyTuesday 06/10/2015 Jhovan Rowe No Show Done by Sinead on 12/10Wednesday 07/10/2015 Jhovan Rowe Absent Done by Sinead on 12/10Thursday 08/10/2015 Shuel Ahmed Absent Done by Sinead on 13/10Thursday 08/10/2015 Jhovan Rowe No Show Done by Sinead on 12/10Tuesday 13/10/2015 Anthony Grant Late IR received on 13/10Thursday 15/10/2015 Dwayne Linque Absent Done by Sinead on 16/10Thursday 15/10/2015 Jhovan Rowe Absent Done by Sinead on 21/10Saturday 17/10/2015 Jhovan Rowe Absent Done by Sinead on 21/10Sunday 18/10/2015 Masiti Hashim Late IR received on 21/10Monday 19/10/2015 Jhovan Rowe Absent Done by Sinead on 21/10Tuesday 20/10/2015 Jhovan Rowe Absent Done by Sinead on 21/10Wednesday 21/10/2015 Jhovan Rowe Late IR received on 26/10Thursday 22/10/2015 Jhovan Rowe Late IR received on 26/10Thursday 22/10/2015 Masiti Hashim Late IR received on 24/10Sunday 25/10/2015 Anthony Grant Late IR received on 26/10Friday 30/10/2015 Masiti Hashim AbsentSaturday 31/10/2015 Jhovan Rowe AbsentSaturday 31/10/2015 Masiti Hashim Absent
Time Spent in AUX CodesJul Aug Sept
Previous QTR
Oct
17:57:52 39:13:51 69:39:10 42:16:58 25:43:56
1.41% 2.99% 5.48% 3.29% 1.88%
14:55:32 11:40:48 11:34:21 12:43:34 10:24:28
9.04% 0.89% 0.91% 3.61% 0.76%
173:09:03 149:57:02 23:47:43 115:37:56 09:15:16
13.61% 11.43% 1.87% 8.97% 0.67%
03:38:02 6:14:53 06:52:22 5:35:06 08:02:26
0.28% 0.48% 0.54% 0.43% 0.58%
168:00:00 72:00:00 152:00:00 130:40:00 40:00:00
13.21% 5.49% 11.95% 10.22% 2.84%
Planned Time Lost
% of Time spent in Admin
Time in Admin
% Time spent in Feedback or Meeting
Time in Feedback or Meeting
Trend
% Spent to Training
Time in Training & Coaching - Delivered
Indi
vidu
al T
eam
% of Time spent in Holiday
Time on Holiday
% of Time spent in Emergency
Time in Emergency (IT Issue or Fire Alarm)
ProductivityJul Aug Sept
Previous QTR
Oct
0:04:00 0:04:00 0:04:00 0:04:00 0:04:00
0:05:18 0:04:03 0:04:04 0:04:28 0:03:42
0:30:00 0:30:00 0:30:00 0:30:00 0:30:00
0:35:13 0:15:27 0:21:16 0:23:59 0:15:34
0:00:00 0:00:00 0:00:00 0:00:00 0:00:00
1:03:44 1:10:28 0:23:22 0:52:31 0:03:30
70 70 70 70 70
56 47 57 53 60
Indi
vidu
al T
eam
Productivity Trend
AHT Target
Actual AHT
Ave Time in Hold Target
Actual Ave Time in Hold
Exceeded Break Target
Actual Exceeded Break
Average Calls Per Agent Target
Actual average calls per agent
Quality AssuranceJul Aug Sept
Previous QTR
Oct
56 46 61 54 68
17 16 11 15 17
30.35% 34.78% 18.03% 27.72% 25.00%
80.00% 80.00% 80.00% 80.00% 80.00%
60.39% 58.49% 72.30% 63.73% 67.90%
83.29% 85.45% 84.78% 84.51% 87.77%
Indi
vidu
al T
eam
Quality Score Trend
Calls Monitored
Number of Fatal Calls
Fatal Call Ratio
Non Fatal Score
Score Target
Score
Key Highlights• AR% is under the target for LM Ireland for the 3rd month in a row (Below 3%) and
for October we have managed GT UK to also reach below the target for AR. (Below 4%)
• AHT has reduced by 20 seconds from 00:04:04 to 00:03:42 which is now under the target. Allowing us to answer on average an extra 3 calls per agent. (Average calls last month: 57 compared to this months 60)
• Missing Hours has reduced significantly by 83 hours enabling us to deliver over 90% of the rostered hours.
• Overall attendance for my individual team has improved with a 17% decrease in the amount of incidents incurred on a monthly basis.
• Time spent in Sickness for October is down to 8 hours which is a HUGE improvement if we look at the 192 hours lost to sickness in September.
November Objectives• Continuing to control the AR% for both Lycamobile Ireland and GT UK.
• Continuing to reduce attendance issues by following internal HR procedures, final CCM meetings and general one 2 one’s with agents.
• Increase the actual QA score for my individual team to reach the target of 85% by one 2 one’s, live call monitoring and collaborations with QA.
• Increase the utilization of the team with on-going cross training for other products (Last month Lycamobile Italy ENG, this month Lycamobile Denmark ENG) which will in turn increase the amount of calls per agent.
• Have exceeded break down to 0 minutes.