The role of analytics in the strategic analysis of the Call Center
Theme: BI (Business Intelligence)
Industry: Universal Solutions
Author: Continuing the topic of effective analytics in a call center, it is worth starting with a detailed analysis of the load as one of the main types of improving the efficiency of the Сall Сenter as a whole.
A strategic analysis of the call center’s activities is especially relevant for industries that are characterized by a large number of calls to the call center and require constant information support to the products used.
Analysis of the load on the call center, first of all, is necessary to assess the volume of calls and track changes in their dynamics over a given period, which strategically determines the further development of the call center.
Historical data allow us to identify the dependence in the «underload/overload» of call center operators during the day, on different days of the week and month. For such an analysis, it is advisable to use reports on quantitative indicators for both incoming and outgoing calls in a call center. In most of our projects, the graphs of peak loads, as well as reports on the load of the call center at different times, were of most interest for such an analysis.
The main indicators for the strategic analysis of the Сall Сenter are:
- total number of incoming calls
- the number of processed calls
- the number of call center operators receiving calls at the same time
- duration of different stages of a call, etc.
For strategic analysis of call-center activities, time-lapse graphs are best suited, as well as focusing on problem areas and peak loads.
Consider, as an example, a report on changes in the dynamics of quantitative indicators of a Сall Сenter for a month in two representations – graphical and tabular.
From the graphical representation, it can be determined that the load on the Сall Сenter is about 1,500 calls per day, of which only about 1,000 calls are processed. The average call duration is just under 2.5 minutes. The dependence of the load on the Сall Сenter depending on the day of the week is also clearly visible (growth from Monday to Friday and a decline on weekends). Knowing the power of the Сall Сenter and the average call processing time, you can predict the need for additional operators after a certain period with an increase in the total flow of calls to the Сall Сenter.
The table view allows you to immediately identify that the percentage of missed calls on weekends is increasing, despite the overall decrease in the number of calls to the call center. Thus, we can conclude that on weekends it is necessary to increase the number of Сall-Сenter operators to reduce the rate of missed calls.
Another example of a report for strategic analysis is load planning for a call center, based on historical data and the number of operators needed to process calls, taking into account the planned average call processing time.
Such reports help optimize and correctly form operator shifts for the effective work of the call center.
It is worth noting that the analysis of such data itself is not something unique and in one form or another is carried out in almost every Сall Сenter, but it’s the correctly selected analytics system in the Сall Сenter that will help to efficiently work with up-to-date and complete information in a convenient form.
