Service management dashboard for bpo company

Description:

This image is a snapshot of a Service Management Dashboard customized for a BPO (Business Process Outsourcing) company. The dashboard is designed to present key performance indicators (KPIs) relevant to service management, such as resolution status, call handling statistics, employee status, and ranks by duration and transferred calls.
 
The ""Resolution Status Summary"" table showcases the percentage of issues resolved, displayed in a horizontal bar graph for the year 2020, breaking down into percentages of resolved (80%), unresolved (4%), and in queue (16%). Below this, numerical call handling stats are given, with 1,800 calls handled, 45 calls in a queue, and a customizable queue threshold set at 100.
 
The dashboard also highlights average call duration and wait times, represented by donut charts, indicating an all-day average of 5 minutes for call duration and 1.5 minutes for wait time. Beside these charts, the ""Real-Time Agent Status"" shows an hourly breakdown of agents' statuses; green figures represent agents actively in conversation, illustrating the duration of each employee's activity.
 
Lastly, ""Top 10 Longest Avg Duration"" and ""Top 10 by Transferred Calls"" bar charts rank employees, with placeholders for additional names, to visualize which have the longest average call durations and which transfer the most calls.

Use Cases:

Industries where such slides could be applied:
 
1. Telecommunications:

Use: Monitor and present call center performance.

Presenter: Operations Manager.

Audience: Call Center Staff.
 
2. Customer Service:

Use: Analyze service desk interactions and efficiency.

Presenter: Customer Service Manager.

Audience: Customer Support Representatives.
 
3. Healthcare:

Use: Track patient helpline response and resolution rates.

Presenter: Healthcare Administrator.

Audience: Helpline Support Team.
 
4. IT Service Management:

Use: Display IT support ticket resolutions and handling time.

Presenter: IT Service Desk Manager.

Audience: IT Support Technicians.
 
5. Financial Services:

Use: Review customer service metrics for banking support.

Presenter: Customer Relations Manager.

Audience: Banking Service Agents
 
6. E-commerce:

Use: Track customer inquiry resolutions and support workload.

Presenter: E-commerce Operations Manager.

Audience: Customer Care Team.
 
7. Hospitality:

Use: Manage and showcase front desk guest service efficiency.

Presenter: Front Office Manager.

Audience: Reception Team.