Presentation

1. Page 1
PERFORMANCE
REPORT FOR
17TH JUNE, 2014

2. Page 2
Performance Dashboard
% Answered
Calls
AHT
(secs)
71.29
80.87
73.26
91.00
93.39
73.68
90.75
96.49
91.29
60.00
91.29
0.00
20.00
40.00
60.00
80.00
100.00
120.00
Target: 90.00%
150.25
164.32
153.16
141.74
176.87
139.50
199.76
168.51
133.86
93.63
166.91
0.00
50.00
100.00
150.00
200.00
250.00
Target: 150 secs

3. Page 3
Average Speed of Answer AHT
(secs)
31.15
41.31
58.55
7.25
21.42
0.00
23.00
0.22
8.96
1.92
35.70
0.00
10.00
20.00
30.00
40.00
50.00
60.00
70.00
Target: 90.00%
150.25
164.32
153.16
141.74
176.87
139.50
199.76
168.51
133.86
93.63
166.91
0.00
50.00
100.00
150.00
200.00
250.00
Target: 150 secs

4. Page 4
Recommendations
AHT
 Avoid prolonging calls unnecessarily and placing Subscribers on hold indiscriminately
 Ask relevant questions when troubleshooting
 FOCUS MORE and Avoid unnecessary distractions
SERVICE LEVEL
• Quick call wrap up.
• Sending mails as regards refunds.

5. Page 5
THANK YOU

6. Page 6