Area Homes<\/p>\n
Call Centre Performance Data<\/p>\n
Call centre annual activity measures <\/p>\n
Repairs<\/p>\n
Calls answered<\/p>\n
16770<\/p>\n
Abandoned calls <\/p>\n
1177<\/p>\n
Total number of calls<\/p>\n
17947<\/p>\n
Ave call duration (seconds)<\/p>\n
184<\/p>\n
On target (180 sec\/call)<\/p>\n
N<\/p>\n
Ave waiting time (seconds)<\/p>\n
62<\/p>\n
Tenancy Management<\/p>\n
Calls answered<\/p>\n
80586<\/p>\n
Abandoned calls <\/p>\n
3358<\/p>\n
Total number of calls<\/p>\n
83944<\/p>\n
Ave call duration (seconds)<\/p>\n
404<\/p>\n
On target (410 sec\/call)<\/p>\n
Y<\/p>\n
Ave waiting time (seconds)<\/p>\n
71<\/p>\n
Example of a Call Centre Team Weekly Productivity & Performance Monitoring Table<\/p>\n
Call Centre Team 2 (Repairs)<\/p>\n
Week commencing 07.10<\/p>\n
Agent ID<\/p>\n
Contracted hours for week<\/p>\n
% time available for calls<\/p>\n
On target (95%)<\/p>\n
Calls handled<\/p>\n
Ave call duration (secs)<\/p>\n
Target (180 secs) ave duration achieved<\/p>\n
07AT<\/p>\n
40<\/p>\n
96%<\/p>\n
Y<\/p>\n
760<\/p>\n
180<\/p>\n
Y<\/p>\n
11BJ<\/p>\n
32<\/p>\n
94%<\/p>\n
N<\/p>\n
524<\/p>\n
188<\/p>\n
N<\/p>\n
14MW<\/p>\n
16<\/p>\n
92.2%<\/p>\n
N<\/p>\n
247<\/p>\n
190<\/p>\n
N<\/p>\n
15EB<\/p>\n
40<\/p>\n
95.5%<\/p>\n
Y<\/p>\n
737<\/p>\n
202<\/p>\n
N<\/p>\n
18SC<\/p>\n
30<\/p>\n
95%<\/p>\n
Y<\/p>\n
495<\/p>\n
176<\/p>\n
Y<\/p>\n
How the data are used<\/p>\n
In discussions with the Call Centre Manager, she advised that staff falling below target for things like \u2018availability\u2019 and \u2018duration\u2019 on a regular basis will be considered for the performance review process. This process includes an initial informal discussion between the relevant team leader and call handler in which the latter are advised that they are falling below expected standards and must improve. If, after this, performance still remains below target, the member of staff concerned can receive a formal warning and additional training and monitoring is put in place. Finally, should performance still fall below target expectations, their employment can be ended.<\/p>\n","protected":false},"excerpt":{"rendered":"
Area Homes Call Centre Performance Data Call centre annual activity measures Repairs Calls answered 16770 Abandoned calls 1177 Total number of calls 17947 Ave call duration (seconds) 184 On target (180 sec\/call) N Ave waiting time (seconds) 62 Tenancy Management Calls answered 80586 Abandoned calls 3358 Total number of calls 83944 Ave call duration (seconds) […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[10],"class_list":["post-91516","post","type-post","status-publish","format-standard","hentry","category-research-paper-writing","tag-writing"],"_links":{"self":[{"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/posts\/91516","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/comments?post=91516"}],"version-history":[{"count":0,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/posts\/91516\/revisions"}],"wp:attachment":[{"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/media?parent=91516"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/categories?post=91516"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/tags?post=91516"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}