BRE Australia PowerPoint Design

BRE Australia

CSC Performance jan - july 2015

Inbound contacts per month

jun

71,797

may

63,610

apr

75,846

mar

63,562

feb

67,379

57,607

54,811 jan

jul

CONTACTS

per SHIFT

67

65.4

73.80 mar

apr

may

54

feb

54

60.30

63.30 jan

jun

jul

CONTACT WAIT TIME 50 40

42 40

in seconds

47 40

30

39

38

SLA CHAT BENCHMARK

20

SLA CALL BENCHMARK

15

37

29 20

17

20

11

10 jan

feb

mar

apr

may

19 9

jun

9 jul

abandon rates 10

7.5%

5

4.3%

4.1%

SLA CHAT BENCHMARK SLA CALL BENCHMARK

1.2%

1.3%

1.6% 0.8%

0.6%

1.5% 0.5%

0.4%

0.8%

0.3%

4 3 0.9%

0

jan

feb

mar

apr

may

jun

jul

bottom line 5

focus

monthly csc average

4

3

2

2.9 2.83 2.5

3.5

3.7

4 3.4

1

jan

feb

mar

apr

may

jun

jul

effectiveness

and delivery

5

4

3

4

4

3.01 2.9

3

3

may

jun

2

2.7

1

jan

feb

mar

apr

jul