Team Performance Analysis and Recommendations: Unpacking Call Data
Analyze the performance of different teams and individual agents based on call data to identify trends and make strategic recommendations for optimization. Discover insights on call volumes, average handling times, call types, and leadership impacts to enhance overall efficiency and effectiveness. Source: Alteryx Auto Insights.
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Presentation Transcript
Your logo here Challenge #401 - Team 4 Performance Analysis Presented by Roland van Leeuwen 1
Unpacking the Numbers: Team Calls Analysis Largest call volume: Team 2 (982) and Team 4 (882). Team 2 shows x1.36 higher calls than the average. Team 5 shows x0.69 lower calls than the average. Recommendation: Review strategies of Team 2 and Team 4 for possible best practices. Source: Alteryx Auto Insights 2
The Downward Trend: Call Volume Decrease Team 3 and Team 1 saw the most significant decline in calls. Most teams decreased; Team 6 remained stable. Recommendation: Investigate causes of declines in Team 3 and Team 1. Source: Alteryx Auto Insights 3
Zooming in: Individual Agent Performance Erminia Billinge, Donni Sapsforde, and Kizzee Filde saw a significant decline in calls. Del Romanini saw a considerable increase in calls. Recommendation: Conduct performance reviews and training where needed. Source: Alteryx Auto Insights 4
The Bigger Picture: Average Handling Time Erminia Billinge, Kizzee Filde, and Donni Sapsforde contributed most to reducing the overall Average Handling Time. Del Romanini contributed the most to raising the overall Average Handling Time. Recommendation: Analyze call handling efficiency and implement improved processes. Source: Alteryx Auto Insights 5
Call Type and Handling Time: A Closer Look Product Enquiry saw an increase and contributed the most to raising the overall Average Handling Time. Support Issue saw a decrease and contributed the most to reducing the overall Average Handling Time. Recommendation: Evaluate call types and associated handling times for efficiency gains. Source: Alteryx Auto Insights 6
Leadership Impact: Comparing Team Leads Keith Vasquez and Beatrice Sarratt saw a significant decline in calls. Most Team Leads decreased; Arnold Mullins remained stable. Recommendation: Consider leadership training or rotational programs to improve performance. Source: Alteryx Auto Insights 7
Branding Impact on Call Volume Brand G and Brand A saw a significant decline in calls. Brand B saw a considerable increase in calls. Recommendation: Conduct a deep dive into Brand B's strategy to understand their success. Source: Alteryx Auto Insights 8
Team Performance Comparison Team 3 and Team 1 saw a significant decline in calls. Most teams decreased; Team 6 remained stable. Recommendation: Encourage inter-team communication for shared learning and improvement. Source: Alteryx Auto Insights 9
Timing Matters: Call Time Analysis 0700 - 0859 (Early Morning) saw a significant decline in calls. Most Time of Call decreased, except 1200 - 1359 (Lunch) which increased. Recommendation: Review staffing schedules to ensure peak periods are covered. Source: Alteryx Auto Insights 10
