BPO / Customer Care analytics

Folks
We know that the terminology and data is almost similar in any BPO company. Here I tried to bring all BPO related analytics with in detail explanation. I got a chance to work with a big BPO company. When I was doing analytics for them I prepared a document with set of anlytics for BPO companies.
I can say most of them are similar with any BPO company. Hope this doc helps you lot to understand customer care companies analytics.

This analytics doc brings to you descent knowledge on BPO sector.

Share your feedback. Let me know if you find any new stuff on the same to keep updated this doc.

Views which we want to prepare

S.No.	Chart Name	Used Fields	Purpose
1	combination chart with overlapping bars & a line	Year,Call Volume, Service Level	Call Volume Vs Service Level
2	Trend analysis Cost per contact with bar chart	Year,Month, Cost per Contact	1.Cost Per Contact/Month/quarter/year                                      2.Show hourly/daily/Weekly/monthly/ Quarterly/YoY/MoMtrend for outbound calls                                               3.Show hourly/daily/Weekly/monthly/ Quarterly/YoY/MoMtrend for Inbound calls
3	Bar Chart	Agent-Id,Customer _id,Call Volume,Customer Stisfaction rate,year	1.Helps the customers to know the best performing agent. 2.Helps the customer to know the under performing agent. 3.To know the highest/Least customer satifaction for agent. 4.to know the agent to attended the max number of call volume per Year/quarter/month/day
4	Line chart	Time of day, Speed of Answer	Avg Speed of answer in Secs(helps the Customer to reduce the answering speed)
5	Pie chart	Customer Satisfaction	To know the Satisfactory levels of the Customers(Helps the Customers to provide quality service)
6	Map	Calls By Country,Region	To know Details of the Customer
7	Scatter plot	Total Number of calls, Calls answered,Abandoned Calls, Arrival Time	Using scatter plots is a quick, effective way to spot outliers that might warrant further investigation. By creating this interactive scatter plot, an insurance investigator can quickly evaluate where they might have fraudulent activity
8	Bubble Chart	Customer Category,Closed Calls ,Cost per call	To know the highest customer Category contribution
9	Histogram Chart	Call Waiting Times, Percentage of Call vloume	waiting times for two different calls
10	Bullet Chart	Number of calls, Customer satification,Abandoned Calls,Handled by IVR(Interactive Voice Response), Average Handling time	Evaluating performance of a metric against a goal.
11	Tree Map	Abandoned Rate, Average After Call work, Cost Per Unit, Attrition	Treemaps are ideal for displaying large amounts of hierarchically structured (tree-structured) data. The space in the visualization is split up into rectangles that are sized and ordered by a quantitative variable.
12	Call out Boxes	Agents Logged in,Total Calls Today, Agents Ready, Calls Waiting,Avg Call Length,Avg Speed Of answer,Avg Call Waiting,Fcr(First Call Resolution)	This is for the purpose of Dynamic Display in the Dashboards
13	Box and Whisker Plot	Average Talk Time,Total Call volume,Wrape Time	Showing the distribution of a set of a data :                      Examples: understanding your data at a glance, seeing how data is skewed towards one end, identifying outliers in your data.
14	Group of Line charts and bar charts Discrete	Total Number of calls,Time of Day,  Call Type,Total Average Call Time, Customer Name,Region	It Shows the series of call volume ..                                                      Here Call Type means(Local,National,International etc)
15	Heat Map	Time,Count,% of Calls(Percentage of calls initiated during this interval versus entire day.), Minutes,Average	It Generate the Time of the day Report.                                                       Showing the relationship between two factors.

Formulas that we need to create above views 

S.N0.	Name	Calculation	Description
1	Customer Satisfaction rate	Satisfied Customers/Total Calls	When an agent asks if the customer is satisfied they may not receive a valid answer. To assume that the customers transaction is complete and therefore the customer is satisfied is incorrect as well.  Secondary surveys are the most accurate method of calculating CSat ratings.
2	Cost per Contact	ACD Calls Per hour/Agents hourly rate	If you contact center has multiple agents with varying hourly rates then this calculation should be taken across the entire call center or for each group, depending on how your call center is set up.  In this case total ACD calls for the group / total agents hourly rate. IVR cost per call is calculated by determining the amortization schedule of the IVR, breaking that cost down to a monthly amount and then dividing the number of calls handled by the IVR for the month / amortized IVR cost for the month.  Only calls that are fully handled by the IVR can be used in this calculation.
3	Abandonment Rate(ABN%)	Number of calls abandoned/total calls	Call abandoned should be after the first 8-10 seconds.  Most calls abandoned during this time are false abandons, wrong numbers, caller was interrupted, caller was not ready, etc. Some call centers are including IVR abandons as well but only when they are certain their IVR is functioning properly.
4	Agent utilization Rate(AUE%)also Known as Occupancy(OCC)	Total talk time+After call work+Idle Time(in hoursor minutes)/total paid hours worked(both in hours or minutes).	The total talk time, idle time, after call work, hours worked must all be for the same length of time (days, hours or minutes). If you capture the total talk time and after call work for the week, then the total hours worked must be for the week as well. Example: Talk time = 18 hours, After call work = 10 hours, Idle time = 2 hours, Number of hours worked = 38. 18 +10 + 2 =30, 30/38 = 79% agent utilization rate.  Industry best practices suggest that an agent utilization rate should fall between 70 -85%.  To low and the agent is bored, too high and the agent is stressed.  Either condition will result in a high attrition rate among the agents.
5	Average Handle Time (AHT) or Average Call Handle Time (ACHT)	Total talk time + wrap time (After call works)/total  calls	Average Handling Time (AHT) is a key measure for any contact centre planning system, as it tells you how long a new item of work takes to be handled, and not just the talk time.
6	Avearge Talk Time	Total Talk Time/Total Calls Answeed	Most ACD systems provide this number on a report. The definition of the talk time takes the total talk time (time spent by agents talking with customers on the phone when calls come in) and the total number of calls answered (ACD Calls).
7	Average Spead Of Answer	Total Waiting time for all callers(in secs.)/Total Numbers of Callers	Average Speed of Answer. ASA is a call center metric for the average amount of time it takes for calls to be answered in a call center during a specific time period.
8	Cost per unit	Total Fixed Costs+Total Variable Costs)/Total Units Productd	The cost incurred by a company to produce, store and sell one unit of a particular product. Unit costs include all fixed costs (i.e. plant and equipment) and all variable costs (labor, materials, etc.) involved in production
9	Service Level	(Total Calls answered with in threshold/Total calls answered + Total Calls abandoned) x 100	After you have decided how to classify abandoned calls, you should define a service level formula, based on this classification. This is essential to ensuring that service level is measured consistently over time.

Columns which we have to extract 

S.No	Fields that required	Description
1	Abandoned calls	Calls that arrive at the ACD but terminate before an advisor has answered. See also answered calls & lost calls.                                The call centre SLA for abandoned calls is 5% or less of offered calls.                                                                                                                            Call centre management information only reports on calls that abandon after 15 seconds. Callers abandoning before this time are generally those who’ve heard the welcome announcement & realise they’ve called the wrong number, or are organisations testing HDC for speed & type of response. The time is set at 15 seconds because it’s from that time on that the customer is placed with or queues for an available advisor.
2	Absence	Unplanned inability of an advisor to work the scheduled shift. Typically this arises from sickness, or compassionate leave where the advisor has no holiday entitlement left.
3	ACD	Automatic Call Distributor. Technology that facilitates the handling of large call volumes by controlling the order in which calls are offered to advisors, routing calls to particular advisor groups and providing a wide range of statistical information used in managing a call centre. Either hardware or software based, the ACD offers sophisticated options for call handling within a centre.
4	Adherence	How well advisors adhere to their shift schedules. Usually expressed as a percentage of logged on time.
5	Announcement	A recorded verbal message played to callers.
6	Answered calls	Calls that arrive at the ACD & are answered by an advisor. See also answered calls & lost calls.                                                               The call centre SLA for answered calls is 95% or more of offered calls.                                                                                                                                                 Call centre management information only reports on calls that abandon after 15 seconds, so the answered percentage is measured on offered calls whose call length is at least that length. Callers abandoning before this time are generally those who’ve heard the welcome announcement & realise they’ve called the wrong number, or are organisations testing HDC for speed & type of response. The time is set at 15 seconds because it’s from that time on that the customer is placed with or queues for an advisor.
7	Attrition	The term used to cover loss of staff from a centre usually described as an annualised percentage of total staff.
8	Available	The status of an advisor who is logged into the ACD and waiting for an inbound call.
9	AHT	Average handling time. The sum of the average talk time, hold time and the average wrap for a specified period.
10	Busy tone	Callers unable to get through because all lines in are occupied will get a busy tone (the equivalent of an engaged tone).   The call centre has a total of 60 lines, split between 30 for inbound calls & 30 for outbound calls. However, calls coming into the call centre are routed through the switch at Pathfinder House. To some extent the capacity of the call centre is therefore governed by the capacity at PFH.
11	CIQ	Calls in Queue. The number of calls received by the ACD but not yet connected to an advisor.
12	CLI	Calling line identification. Technology that enables a caller's number to be (optionally) forwarded with the call, thus facilitating identification.
13	Cost per call	Calculated by dividing the number of calls handled into the full cost of the entire call centre operation. There can be issues in comparing costs on this basis unless operational costs are understood across the comparators.
14	Cost per call minute	Calculated by multiplying the average length of call (in minutes) by the number of calls and dividing this figure into the full cost of the entire call centre operation.
15	Cross selling	Recommending related goods and services to a customer.
16	CRM	Customer Relationship Management. Where companies record information and use a variety of methods and contact strategies to try to build lasting and profitable relationships.
17	CTI	Computer Telephony Integration. The software, hardware and programming that automatically links voice with the data stored in the computer, providing sophisticated customer management possibilities. CTI will usually allow calls and accompanying computer screens to be passed between workstations for referral, called ‘screen popping’.
18	DDI	Direct Dial Inward. The option to dial directly into a company and reach a specific extension without going through a switchboard.
19	Erlang	A formula developed to determine call traffic management including scheduling of advisors, call forecasting and service level achievement. There are several versions of the formula, each with a slightly different purpose.
20	FRE	Free advisors. The number of advisors who are available to take a call.
21	FTE	Full time equivalent. The number of advisors employed or required expressed in terms of total man-hours required divided by the number of hours a full time advisor would normally work.
22	Group	A collection of advisors that share a common set of skills, such as being able to handle customer payments.
23	Handled calls	The number of calls answered by advisors. Handled calls do not include calls that abandon or receive a busy tone.
24	Handled first time	The proportion of calls that are handled by call centre advisors without the need to transfer the call to the service department. If an advisor refers to the service department for advice but retains the call this is counted as first time resolved.
25	Hold Time	The time in seconds an advisor puts a customer on hold.
26	ICT	Information & Computer Technology. Computer technology used specifically to handle information and communication.
27	Inbound call	Where the customer is making the call.
28	Intelligent routing	A process that will take information from callers via auto attendant or IVR and utilise that information to ensure that calls are directed to the right group within the call centre.
29	IVR	Interactive Voice Response. Software that will automatically interacts with a caller either through a keypad or using voice recognition software. IVR will provide information or direct calls as appropriate.
30	KPI	Key Performance Indicators. Those areas identified by organisations as being critical to their successful performance.
31	LWT	The longest time a caller has waited in the queue.
32	Logged on time	The time an advisor is signed on to the ACD, regardless of their status during that time.
33	Lost calls	Calls that arrive at the ACD & are not answered by an advisor
34	Message	A recorded message left by a customer who selects the option to do this while queuing rather than waiting to speak to an advisor.
35	Offered calls	The attempts callers make to reach the call centre. The call centre SLA on offered calls is to forecast within +/-5% of actual. Call centre management information only reports on calls that abandon after 15 seconds, so offered calls reported are those whose call length is at least that length. Callers abandoning before this time are generally those who’ve heard the welcome announcement & realise they’ve called the wrong number, or are organisations testing HDC for speed & type of response. The time is set at 15 seconds because it’s from that time on that the customer is placed with or queues for an advisor.
36	Outbound call	Where HDC is making the call.
37	Overflow	Calls that flow from one group another after defined criteria such as queue time.
38	Position in queue	The position a customer’s call is within the queue, generally used to play an announcement to the customer giving this information.
39	Queue	Where calls are held when no advisors are available.
40	Queue time	The number of seconds a call waits in queue before being handled.
41	Screen popping	Where integration between the computer and the telephone (CTI) enables the system to attempt identification of each call and look into the database for a match, and, if available, to deliver a caller information screen with the call.
42	Service levels	A range of performance objectives. The main ones for the calls centre are offered calls, answered calls, speed of answer, handled first time and speed of response to emails (for which the service level is within 2 working days)
43	Shrinkage	A percentage of scheduled ftes that will be away from work during a particular period for such things as holidays, sickness, training, one to ones and unavailable reasons. This enables a forecast to be built from the minimum required staffing to reach service levels up to the number of staff to be scheduled to ensure the minimum is reached during the period.
44	SLA	Service Level Agreement. Performance objectives agreed between the user and the provider of a service. A service level agreement specifies a variety of performance standards.
45	Skills based routing	Where calls are identified by number called or IVR responses and routed through to the most appropriate advisor.
46	Speed of answer	The average time taken for a call to be answered by an advisor. Calculated as the average length of time a caller waits to be connected to an advisor divided by total number of calls.   The call centre SLA for SoA is 80% of calls to be answered within 20 seconds.
47	Status	The mode an advisor is in (Available, Talk Time, Hold Time, Wrap & Unavailable).
48	Talk time	The time in seconds an advisor is talking to the customer, from answering a call to the caller hanging up, but excluding any hold time.
49	Unavailable	Advisor status when logged on to the ACD but not available to take calls, for example during paid breaks or coaching sessions.
50	Utilisation	The percentage of time advisors are actively occupied handling customers’ calls, usually expressed as a percentage of total logged on time.
51	Wallboard	A visual display mounted on the wall that provides real-time and historical information on queue conditions, advisor status and call centre performance.
52	Wrap	The time spent completing work associated with a call after the caller has hung up. Currently the ACD is set to automatically give HDC advisors 10 seconds wrap before becoming available again as a breathing space between calls.