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Call center kpi dashboard showing call resolution currently active and waiting

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Presenting this set of slides with name - Call Center Kpi Dashboard Showing Call Resolution Currently Active And Waiting. This is a one stage process. The stages in this process are Call Center Agent, Customer Care, Client Support.

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Content of this Powerpoint Presentation

Description:

The image shows a "Call Center KPI Dashboard" PowerPoint slide that provides a visual representation of key performance indicators (KPIs) for a call center's operations.

The text elements provide the following data points:

1. Call Centre Metrics:

a). 2,584 Calls: Number of calls handled this week, with a downward red arrow indicating a decrease compared to 2,710 calls handled last week.

b). 59% FCR: First Call Resolution rate, with an upward green arrow indicating an improvement from 47% FCR last week.

2. Call Resolution:

a). First Call: The percentage of issues resolved on the first call this month to date (MTD) is 39%, showing a trend increase from the previous month's 34%.

b). 2 or More: The percentage of issues that required two or more calls to resolve is 47% MTD, down from the previous month's 54%.

c). Unresolved: The percentage of calls that remained unresolved is 13% MTD, slightly down from the previous month's 14%.

3. Currently Active & Waiting:

A gauge chart showing the current status of callers with 65 active and 10 waiting.

4. Schedule Adherence Today:

A table with data on individual agents' adherence to their schedules and the number of calls they have handled today.

Use Cases:

This type of dashboard is widely applicable across industries that use call centers for customer service:

1. Telecommunications:

Use: Monitoring customer service effectiveness.

Presenter: Customer Service Manager

Audience: Service representatives, management

2. Healthcare:

Use: Managing patient inquiries and support.

Presenter: Healthcare Administrator

Audience: Support staff, healthcare providers

3. Financial Services:

Use: Tracking performance of customer assistance with banking products.

Presenter: Call Center Operations Head

Audience: Financial advisors, customer service team

4. Technology:

Use: Overseeing technical support for software or hardware products.

Presenter: Tech Support Team Leader

Audience: Technical support staff, IT managers

5. Retail:

Use: Assessing customer support for product inquiries and order issues.

Presenter: Retail Customer Service Coordinator

Audience: Customer service agents, retail managers

6. Travel and Hospitality:

Use: Evaluating booking assistance and customer care.

Presenter: Travel Advisor Manager

Audience: Booking agents, travel consultants

7. Utilities:

Use: Measuring response to customer service issues for utility services.

Presenter: Utilities Support Manager

Audience: Customer service department, utility service technicians

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    by Roberts Roberts

    Content of slide is easy to understand and edit.

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