Appendix A Call Statistics; Example Of The Customer Support Department - Vidicode Anuncio PRI Manual

11 Appendix A Call Statistics

11.1 Example of the customer support department

A customer support department has 3 employees. Still your sales people
are hearing from customers that support is often not answering the
telephone.
In the PC software you make a query for all calls (incoming and
outgoing) of the support people. You see that they have an average call
time per day of 4 hours and 5 minutes per person. Therefore there
probably is enough time for them to answer the support calls.
Then you investigate the type of calls they make and you see that many
of them are incoming calls that take a lot of time, the average call time
is 12 minutes.
You also make a chart of the distribution of the calls over the day. You
see that the distribution of the calls over the day is not so equal. The
majority of calls are received in the afternoon, the mornings are very
quiet.
With the description above you have gained a good understanding of
the situation. With the long calls mostly in the afternoon, it will be hard
to get through to these support people, when you are calling yourself in
the afternoon. Still the support people have quite some time left to
serve more clients.
A possible solution is, to make a transfer message (possibly without
announcement) on calls to the support group. Then if all extensions are
busy, a call attendant menu will answer. The menu gives the caller the
option to choose between a wait in the queue, or to leave a message to
be called back the following workday in the morning. From the menu,
the caller will either be transferred to the queue waiting for customer
support, or a mailbox where he can leave his number. This will allow the
customer to decide and will allow the department to be more effective
because some calls can be placed in the morning.
It might be argued that call statistics are not that important in the given
example, because the employees involved will be aware of the situation.
Still the statistics form strong support for the solution because they
provide accurate and unbiased information.
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