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2013-2014 Call Center KPI Analysis

This document contains key performance indicator (KPI) data for a helpline from 2013-2014. It summarizes the number of calls presented, answered, abandoned, emails received, and website visitors each quarter and total for the year. It also categorizes call types received, such as health/social care, gender of callers, and whether they were staff, employers, or other. The number of calls received after hours and categories of concerns raised increased from 2013 to 2014, while the average answer duration decreased. A new category for "Freedom to Speak Up" was introduced in August 2014.

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37 views3 pages

2013-2014 Call Center KPI Analysis

This document contains key performance indicator (KPI) data for a helpline from 2013-2014. It summarizes the number of calls presented, answered, abandoned, emails received, and website visitors each quarter and total for the year. It also categorizes call types received, such as health/social care, gender of callers, and whether they were staff, employers, or other. The number of calls received after hours and categories of concerns raised increased from 2013 to 2014, while the average answer duration decreased. A new category for "Freedom to Speak Up" was introduced in August 2014.

Uploaded by

api-291143854
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

2013 Figures

KPI Information 2013


Q1
Total

Q2
Total

Q3
Total

Q4
Total

Total

Calls presented

301

316

293

Calls presented (opening hours)

262

264

249

263
230

1173
1005

Calls answered

252

255

238

223

968

% Calls Answered

96.18% 96.47% 95.38

96.89% 96.18%

Average answer duration

13.67

15.67

19.33

25.00

18.41

Calls Abandoned

10

11

37

% Calls Abandoned

3.82

3.53

4.62

3.14%

3.82%

Number of calls out of hours Saturday/ Sunday

17

25

21

72

Number of calls out of hours 6PM-8AM Monday Friday

30

46

27

42

145

Number emails Received

113

157

89

115

474

No Unique vistors to website

N/A

5832

4059

7149

17040

KPI

6.1 Caller Information 2013


Caller Information

Q1
Total

Q1 %

Q2
Total

Q2%

Q3
Total

Q3%

Q4
Total

Q4 %

126

50.20

111

53.62

Calls Received (Health Care)

129

37.18

171

41.61

Calls Received (Social Care)

70

20.17

193

46..96 88

35.06 57

27.54

Calls Received (Non


Health/Social Care)

148

42.65 47

11.44

37

14.74 39

18.84

Calls Received (Male Callers)

121

36.67 113

28.90

98

40.16 70

35.53

Calls Received (Female Callers)

209

63.33 278

71.10

146

59.84 127

64.47

Calls Received (Staff)

167

89.78 199

69.82

170

79.44 136

80.47

Calls Received (Employer)

2.15

69

24.21

19

8.88

4.14

Calls Received (Other)

15

8.06

17

5.96

25

11.68 26

15.38

2014 Figures

KPI Information 2014


Q1
Total

Q2
Total

Q3
Total

Q4
Total

Total

Calls presented

308

315

347

346

1316

Calls answered

258

249

282

292

1081

Average answer duration

12

9.67

12

10.67

KPI

Calls Abandoned

12

25

Number of calls out of hours Saturday/


Sunday

15

28

28

29

100

Number of calls out of hours 6PM-8AM


Monday - Friday

41

59

53

70

223

Number emails Received

187

98

199

112

596

Number of visitors to website

8092

10283

8759

6150

33284

6.2 Caller Information 2014


Q1 Total

Q1 %

Q2
Total

Calls Received (Health Care)

178

58.17

150

58.82

169

52.81

156

53.06

Calls Received (Social Care)

74

24.18

67

26.27

72

22.5

101

34.35

Calls Received (Non Health/Social


Care)

54

17.65

38

14.90

79

24.68

37

12.58

Calls Received (Male Callers)

98

32.89

79

31.23

113

36.57

79

27.43

Calls Received (Female Callers)

200

67.11

174

68.77

196

63.43

209

72.57

Calls Received (Staff)

205

85.42

185

84.47

201

81.38

222

94.87

3.75

0.91

15

6.07

Caller Information

Calls Received (Employer)

Q2%

Q3
Total

Q3%

Q4
Total

Q4 %

26

Calls Received (Other)

10.83

32

14.61

The helpline categorise calls they receive under the following headings:
Call Type
Patient Safety
Abuse in Care
Ethical
Finance Malpractice
Work Safety
Public Safety
Consumer Competition Regulation
Environmental
Anti-Competitive Practices
Grievance - Discrimination/Harassment
Grievance - Personal/Collective
Promotional Materials
Unknown/Multiple
Other
Advice on how to raise a concern
Freedom to Speak up*

2013

2014

199
29
3
31
25
6
0
0
1
180
76
129
58
188
0
-

278
41
11
40
26
22
0
0
6
87
141
86
57
99
0
12

*To note: Freedom to Speak Up category introduced August 2014.

31

12.55

12

5.13

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