Commercial & Workforce Dashboard | Contact Center Case Study

Commercial input.

The segments team is planning to increase their activity during the upcoming year to migrate the RED and Flex base with an additional percentage of 18% and 10% for each respectively to reach an 80% portfolio in both.

Recommendations for Operations Team to achieve 5% calls reduction.

•Reduce AHT to 5.5min instead of +6

•Analyze the calls requests and add the repeated ones to the voice assistant

•Raise FCR Target

•For postpaid to be 64% instead of AVG 59%

•For Prepaid to be 76% instead of AVG 72%

•Encouraging people to use ANA Vodafone by creating initial promotions on it, to reduce the traffic to the call center

•If there is availability to use AI assistant to finish customers’ easy requests, and direct them to agent when required

•Adding Chatbot to ANA Vodafone, so people can ask first