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ScenarioB-CallCentrePerformanceData.docx
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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)

404

On target (410 sec/call)

Y

Ave waiting time (seconds)

71

Example of a Call Centre Team Weekly Productivity & Performance Monitoring Table

Call Centre Team 2 (Repairs)

Week commencing 07.10

Agent ID

Contracted hours for week

% time available for calls

On target (95%)

Calls handled

Ave call duration (secs)

Target (180 secs) ave duration achieved

07AT

40

96%

Y

760

180

Y

11BJ

32

94%

N

524

188

N

14MW

16

92.2%

N

247

190

N

15EB

40

95.5%

Y

737

202

N

18SC

30

95%

Y

495

176

Y

How the data are used

In discussions with the Call Centre Manager, she advised that staff falling below target for things like ‘availability’ and ‘duration’ 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.