Call Center Performance Report
To evaluate the performance of a call center by analyzing key metrics such as call volume, agent performance, issue resolution rates, and customer satisfaction. The objective is to identify areas for improvement in operational efficiency and customer service.
Total calls (Incoming/Handled/Rejected) Agent details (Call duration, calls resolved) Call topics (e.g., Technical Support, Streaming, Payment, etc.) Time period (01-01-2021 to 31-03-2021) Customer satisfaction rates Call status (Resolved/Not Resolved)
Total Calls: 5,000 Total Agents: 8 Total Calls Answered: 4,054 Total Calls Rejected: 946 Percentage of Calls Answered: 81.1% Percentage of Calls Rejected: 18.9%
Not Resolved: 1.4K Call Topics Distribution:
Top Agent by Calls Answered: Jim Average Satisfaction Rate: Dan
Data Collection: Gathered data on call activities, agent performance, and resolution rates from the call center systems. Data Cleaning: Processed and categorized data by call topics, resolution status, and agent performance. Visualization: Created dashboards to provide a clear view of call center operations using bar charts, pie charts, and line graphs. Analysis: Evaluated call distribution, agent efficiency, and resolution effectiveness.
January had the highest call volume (1,772), followed by February (1,616), with a decline in March. Streaming and Technical Support accounted for the most significant share of calls.
72% of calls were resolved, while 28% remained unresolved. Unresolved calls were distributed across agents, with Joe and Stewart having the highest unresolved rates (11.6% each).
Jim answered the most calls (536) and had a high resolution rate. Dan had the highest customer satisfaction rating but answered fewer calls (523). Agents’ call durations were consistent, ranging from 273 to 295 minutes.
Streaming issues were the most common (20.4%), followed by Technical Support (20.38%).
The dashboard highlights several operational insights and opportunities for improvement:
Jim is the most effective agent in terms of calls answered. Training other agents to handle more calls and resolve issues efficiently could improve overall performance.
Addressing the causes behind unresolved calls (1.4K) can enhance the resolution rate further.
Streaming and technical support are the primary focus areas and may require additional resources or dedicated teams.
A decrease in calls from January to March may indicate seasonal fluctuations or improved issue resolutions reducing repeat calls.
Increase resources for high-demand topics like Streaming and Technical Support. Implement regular training sessions to standardize agent performance. Conduct a deeper analysis of unresolved calls for systemic improvements.