Customer Service Dashboard is our latest business template.
Customer service is such a business field where decisions has to be made continuously day by day for achieving the best possible results.
Previously we have touched this subject and today we will show through a complex example the making of a potential Customer Service Dashboard.
We’ll show the process in one larger article as well as how we can process the large volume of data generated by the operation of a call center with maximal efficiency.
The result of the design is the draft below and using this we can build up the conception of the customer service dashboard.
Now here are a few words about the conditions. The Call Center will market six different products for company consumers. And these are: Sosa Teletech, Globocorp, Cryptomantics, Kilosys, Stormy Design, Orange Corp.
We have given these funny names for the marketed products, in reality these of course don’t exist. PrimeFlux, High Falcon, DriftPulse, Bitter Thunder, Hollow Cobra and FrostWard.
The calls will be in 6 regions for simplicity these will be Region 1-6.
The administrators who will market these superb products and will be analyzed the following: Leann Rebeccah, Korey Max, Rusty Osbert, Michael Iola, Brad Cathy and Brook Ronda.
The base data table witch will be the basis of the dashboard will contain the following information. See column header area.
From left to right can be seen the ID number and time of the call, name of the product, name of the region, the name of client (company), duration of the call, a Y / N flag that determines the successfulness of the call, customer satisfaction index and name of the agent.
Customer Service Dashboard – KPIs
We can analyze the following information on the heading of the dashboard from left to right.
The first three lines on the top of the customer service dashboard fill in a double function. The data of the first row sums up the main indicators during the examined period.
The values of the second and third row continuously changing, their value depends on witch two indicators are highlighted in the given category (product, agent, stb.), here we can see two agents, two products or two regions compared performance.
We can compare these indicators with the average values find in the first row. In the analysis we will process information accumulated in almost one month. The 8170 calls can be seen in the second column represents all the calls.
The trend is a mini chart was made by the help of sparklines that displays the whole time interval. Call duration(s) is a very good index for examining the length of the calls, the definition of the resolved calls (%) is simple, contains the successful calls.
The customer satisfaction (%) is a perfect key performance indicator in this field. With its help we can measure customer satisfaction on a scale from 1 to 5.
The KPIs can be configured freely using conditional formatting rules. Here we have used deliberately strict settings, for example regarding a successful call to be accepted the indicator must be over 95 %.
In this case the green circle shows that everything is OK. The general KPI rules are valid here also, yellow is medium, red represents a bad value.
And finally let’s see the second part of the customer service dashboard that does the comparing analysis.
In the first part of the article we have said that here we can do, for example, comparisons product by product. On the figure below you can see an example of this.
The subject of the analysis is the ‘Driftpulse’ and ‘PrimeFlux’ products. With conditional formatting (and with some VBA programming) we have accomplished that the currently highlighted products separate from each other with the usage of the right colors.
We set the colors of the line charts to this.
What do we see on the picture?
We analyze about the two chosen products the durations of calls in a given time period. As we can plainly see we displayed the achievements in daily break down and it is obvious that the longest call was 2,5 minutes in case of the ‘PrimeFlux’ product.
From the left side menu we can choose whatever we would like (Products, Region, Agent, Client Category), and this is also true about the right side menu (Call Duration, Calls, Resolved Calls), so we can be done with 12 kind of quick analysis only in seconds.
We hope you find this guide very useful.
And we don’t have to stress that by modifying data and categories you can reconstruct the dashboard to your liking.
We await you feedbacks on our Facebook page!
And finally the most important thing: the Customer KPI Dashboard can be downloaded from here!