Uzma Shaheen
Active Member
- Joined
- Nov 10, 2012
- Messages
- 484
- Office Version
- 365
- 2021
- Platform
- Windows
- Mobile
- Web
Hi All
Firstly i just want to quickly say hope everyone on here has a lovely Christmas and fab new year in these difficult times. You guys go out your way to help guys like us therefore its really appreciated.
I was hoping you can help me give some more insight to these numbers..Maths is not my strongest point. What variables are required to help me get some insight to this..
For example
If My company took 5000 calls last Month with staff adhering to schedules 90% of the time snd this month they adhering to 93% of the time...this shows they’ve improved by 3%
Now what i want to be able to say is this
Extra 3% equates to roughly taking x amount of more calls...and would give us the potential to answer x amount of extra calls for the whole year
It also gives the agents an extra x amount of mins to handle each call and potentially gives us x amount if extra agents (7.4 hours is a normal working day)
Say average handling time is 500 seconds (if this variable is needed)
Even if they dropped adhering - i want to show how many calls potentially we dropped because of that..
Hope someone can guide me and give an example with a breakdown
This will help me month on month or week on week put some good insight to the numbers...
Really look forward to your answers
Thank you
Firstly i just want to quickly say hope everyone on here has a lovely Christmas and fab new year in these difficult times. You guys go out your way to help guys like us therefore its really appreciated.
I was hoping you can help me give some more insight to these numbers..Maths is not my strongest point. What variables are required to help me get some insight to this..
For example
If My company took 5000 calls last Month with staff adhering to schedules 90% of the time snd this month they adhering to 93% of the time...this shows they’ve improved by 3%
Now what i want to be able to say is this
Extra 3% equates to roughly taking x amount of more calls...and would give us the potential to answer x amount of extra calls for the whole year
It also gives the agents an extra x amount of mins to handle each call and potentially gives us x amount if extra agents (7.4 hours is a normal working day)
Say average handling time is 500 seconds (if this variable is needed)
Even if they dropped adhering - i want to show how many calls potentially we dropped because of that..
Hope someone can guide me and give an example with a breakdown
This will help me month on month or week on week put some good insight to the numbers...
Really look forward to your answers
Thank you