2/06/2019
This is an analysis of the reporting requirements of the Call Center.
It is for discussion only and is best reviewed with the designer of the report, Ian Stephenson.
First Values
The start and finish time of all staff logging on to the system are recorded through the security system.
For reporting, we can pick this value. However if the staff member is also involved in other duties such as keeping the cash book or Debtors, this start time would be incorrect.
However to identify Call Centre Activity, the Second Value we capture is the start and finish time of a call on a given day.
In reporting we could say:
A: Logon Time
B: Log Off Time
a) If no log off time is present and it is today, log off in NOW
b) If no log off time is present and it is a new day, log off time is the last call time (F G below ) of the last day
C: Log On Duration = B - A
D: Call Centre recording = 300 minutes (being the total value of the call durations (SUM of H))
E: Administration Time = A - B
Second Values
Each call through the Call Center has a start time (captured at the time of selecting a contact) and a finish time.
F: Start Time
G: Finish Time
H: Call Duration (G - F)
Third Values
Per person, per team, average
I: Average Call Time
J: Total Calls
Fourth Values
K: Results
a) Call Back
b) No Call Back
c) Sale
d) Appointment
Fifth Values
L: Movements in Stages
a) Prospect
b) Helping
c) Closing
d) First Purchase
e) On Going
f) Recovery
g) No Call
End Result
Singularly or collectively the calling performance of all staff.
| Mary Anne | 1/4/2019 | Month To Date | Year To Date | Target | Achievement |
| Start | 09:00 | ||||
| Finish | 17:00 | ||||
| Breaks | 60 minutes | ||||
| Total Time | 420 minutes | ||||
| Total Administration | 120 minutes | ||||
| Call Centre Time | 300 minutes | ||||
| TOTAL CALLS | 60 | ||||
| Average time per call | 5 minutes | ||||
| Collective Average | 6 minutes | ||||
| Call Conclusion | Fast at making calls | ||||
| RESULTS | |||||
| Call Back | 30 (50%) | ||||
| No Call Back | 5 (8.3%) | ||||
| Sales | 3 (5%) | ||||
Sales Value | $3,300 | ||||
Sales Average | $1,100 | ||||
Average Value Per Call | $3,300 / 60 = $55 (Mean = $45 rep up $10) | ||||
| Appointments | 22 (36.7%) | ||||
| MOVEMENTS | |||||
Prospecting | 30 | ||||
Helping | 0 | ||||
Closing | 22 | ||||
First Purchase | 2 | ||||
On Going | 1 | ||||
Recovery | 0 | ||||
No Call | 5 |
Statistical Reports
This periodic reporting is augmented by yearly values
- Month To Date
- Year To Date
Targets and Achievements
The Sales Manager can set targets to be measured.
Achievement is an automatic measurement of results