Telephone Answering Statistics

Discussions regarding new & existing plans and other Exetel initiatives
Post Reply
James D

Telephone Answering Statistics

Post by James D » Wed May 07, 2008 9:56 am

Sales Enquiry Answer Times – April 2008

Code: Select all

Date	       Average waiting time	            Handled calls	       ABN calls	       Average ABN time	     Average talk time
1/04/2008	        1:45	                           208	               23	                  2:49	                 4:01
2/04/2008	        1:58	                           280	               27	                  2:23	                 4:38
3/04/2008	        1:50	                           193	               19	                  3:52	                 4:10
4/04/2008	        1:28	                           199	               14	                  2:04	                 4:09
8/04/2008	        1:16	                           217	               11	                  2:08	                 3:58
9/04/2008	        0:54	                           217	               14	                  2:19	                 3:56
10/04/2008	       0:59	                           197	               14	                  2:28	                 3:53
11/04/2008	       1:38	                           193	               18	                  3:02	                 4:13
14/04/2008	       1:40	                           274	               17	                  3:59	                 3:46
15/04/2008	       1:48	                           234	               20	                  2:04	                 3:51
16/04/2008	       0:28	                           199	               3	                   1:27	                 3:31
17/04/2008	       0:34	                           184	               6	                   2:10	                 3:33
18/04/2008	       0:36	                           249	               2	                   2:39	                 3:44
21/04/2008	       1:19	                           283	               3	                   0:57	                 4:30
22/04/2008	       0:44	                           259	               10	                  2:35	                 4:19
23/04/2008	       0:18	                           214	               3	                   0:20	                 4:11
24/04/2008	       0:19	                           195	               0	                   0:00	                 4:27
25/04/2008	       0:29	                           27	                1	                   1:16	                 5:36
28/04/2008	       0:57	                           300	               13	                  3:15	                 5:03
29/04/2008	       0:53	                           253	               12	                  2:02	                 3:45
30/04/2008	       0:19	                           187	               4	                   0:47	                 4:06

AVG	              1:03	                          217.24	             11	                  2:07	                 4:09
Support Enquiry Answer Times – April 2008

Code: Select all

Date	       Average waiting time	            Handled calls	       ABN calls	       Average ABN time	     Average talk time
1/04/2008	        2:40	                           146	               17	                  1:38	                 5:36
2/04/2008	        2:44	                           144	               26	                  1:47	                 5:35
3/04/2008	        2:27	                           146	               10	                  2:56	                 5:55
4/04/2008	        2:25	                           148	               12	                  1:01	                 5:06
8/04/2008	        1:64	                           153	               13	                  1:22	                 5:18
9/04/2008	        1:23	                           128	               14	                  0:26	                 4:51
10/04/2008	       1:43	                           124	               9 	                  0:37	                 4:58
11/04/2008	       4:04	                           99 	               16	                  1:42	                 5:11
14/04/2008	       2:30	                           158	               16	                  3:12	                 5:21
15/04/2008	       2:13	                           132	               8 	                  2:13	                 5:34
16/04/2008	       1:01	                           104	               6	                   1:16	                 5:28
17/04/2008	       1:02	                           135	               8	                   0:44	                 5:20
18/04/2008	       1:25	                           123	               1	                   0:56	                 4:48
21/04/2008	       1:52	                           152	               16                     2:10	                 6:26
22/04/2008	       1:06	                           192	               9 	                  0:35	                 4:40
23/04/2008	       0:56	                           161	               6	                   0:29	                 5:45
24/04/2008	       0:27	                           129	               16	                  0:37	                 4:56
25/04/2008	       0:25	                           11	                2	                   0:42	                 4:17
28/04/2008	       0:46	                           191	               2 	                  2:39	                 5:13
29/04/2008	       0:58	                           176	               3 	                  1:58	                 5:29
30/04/2008	       0:18	                           154	               5	                   1:39	                 5:39

AVG	              1:37	                          138.38	             11	                  1:27	                 5:18

James D

Re: Telephone Answering Statistics

Post by James D » Mon Jun 02, 2008 1:47 pm

Sales Enquiry Answer Times – May 2008
sales-may-08.jpg
sales-may-08.jpg (73.95 KiB) Viewed 22021 times
Support Enquiry Answer Times – May 2008
support-may-08.jpg
support-may-08.jpg (73.18 KiB) Viewed 22018 times

James D

Re: Telephone Answering Statistics

Post by James D » Tue Jul 01, 2008 2:11 pm

Sales Enquiry Answer Times – June 2008
june-sales.jpg
june-sales.jpg (51.24 KiB) Viewed 21835 times
Support Enquiry Answer Times – June 2008
June-support.jpg
June-support.jpg (50.33 KiB) Viewed 21833 times

James D

Re: Telephone Answering Statistics

Post by James D » Sun Aug 03, 2008 3:19 pm

Sales Enquiry Answer Times – July 2008
july-sales.jpg
july-sales.jpg (53.06 KiB) Viewed 21640 times
Support Enquiry Answer Times – July 2008
July-support.jpg
July-support.jpg (52.57 KiB) Viewed 21628 times

James D

Re: Telephone Answering Statistics

Post by James D » Mon Sep 01, 2008 8:58 am

Sales Enquiry Answer Times – August 2008
August-Sales-08.JPG
August-Sales-08.JPG (59.55 KiB) Viewed 21129 times
Support Enquiry Answer Times – August 2008
August-Support-08.JPG
August-Support-08.JPG (58.77 KiB) Viewed 21124 times

James D

Re: Telephone Answering Statistics

Post by James D » Wed Oct 01, 2008 12:00 pm

Sales Enquiry Answer Times – September 2008
September-Sales-08.jpg
September-Sales-08.jpg (57.49 KiB) Viewed 20900 times
Support Enquiry Answer Times – September 2008
September-Support-08.jpg
September-Support-08.jpg (57.6 KiB) Viewed 20892 times

James D

Re: Telephone Answering Statistics

Post by James D » Sat Nov 01, 2008 7:50 pm

Sales Enquiry Answer Times – October 2008
October-sales.jpg
October-sales.jpg (84.08 KiB) Viewed 20694 times
Support Enquiry Answer Times – October 2008
October-support.jpg
October-support.jpg (83.55 KiB) Viewed 20691 times

Martin V
Exetel Staff
Posts: 464
Joined: Wed Nov 08, 2006 12:38 pm
Location: Sydney where else :P

Re: Telephone Answering Statistics

Post by Martin V » Tue Dec 02, 2008 3:31 pm

Sales Enquiry Answer Times – November 2008

Image
Image



Support Enquiry Answer Times – November 2008

Image
Image
Martin
eXeTeL Support

Martin V
Exetel Staff
Posts: 464
Joined: Wed Nov 08, 2006 12:38 pm
Location: Sydney where else :P

Re: Telephone Answering Statistics

Post by Martin V » Fri Jan 02, 2009 8:08 pm

Sales Enquiry Answer Times – December 2008

Image
Image

Support Enquiry Answer Times – December 2008

Image
Image
Martin
eXeTeL Support

samarium
Posts: 376
Joined: Thu Feb 02, 2006 12:17 am

Re: Telephone Answering Statistics

Post by samarium » Sun Jan 04, 2009 2:12 pm

Martin, I'd be interested in seeing occasionally some sort of temporal distribution of the support calls, so I can see what time would be a good time to call should I have a issue.

Martin V
Exetel Staff
Posts: 464
Joined: Wed Nov 08, 2006 12:38 pm
Location: Sydney where else :P

Re: Telephone Answering Statistics

Post by Martin V » Sun Feb 01, 2009 8:46 pm

Sales Enquiry Answer Times – January 2009

Image
Image

Support Enquiry Answer Times – January 2009

Image
Image
Martin
eXeTeL Support

Martin V
Exetel Staff
Posts: 464
Joined: Wed Nov 08, 2006 12:38 pm
Location: Sydney where else :P

Re: Telephone Answering Statistics

Post by Martin V » Mon Mar 02, 2009 10:06 pm

Sales Enquiry Answer Times – February 2009

Image
Image

Support Enquiry Answer Times – January 2009

Image
Image
Martin
eXeTeL Support

CoreyPlover
Volunteer Site Admin
Posts: 5922
Joined: Sat Nov 04, 2006 2:24 pm
Location: Melbourne, VIC

Re: Telephone Answering Statistics

Post by CoreyPlover » Tue Mar 03, 2009 11:29 pm

Just noticing those "average speed to answer" statistics:

Prior to Feb-09, at no time in the prior 10 months was there ever a day where average time to answer was above 10 minutes (and glancing at the figures, the large majority of days boast sub-5 or even sub-3 minute averages). However, in Feb-09 there were 3 separate days where average time to answer was over 10 minutes.

Also, the monthly average time to answer has increased dramatically, up from around 1-2 minutes for the prior 9-10 months to 3.5 minutes in Jan-09 and now 6.5 minutes in Feb-09.

This would seem to correlate (naturally) to the increasing proportion of abandoned (ABN?) calls (35% of all calls in Feb) and it would seem consistent with anecdotes of longer wait times and abandonment by forum users. I'm curious whether this is a concerning statistics or whether it might just be a historically (or abnormally) busy period?

JasonM

Re: Telephone Answering Statistics

Post by JasonM » Tue Mar 03, 2009 11:36 pm

I think the phone system, and therefore the phone call statistics have been abnormal.

Offered calls in February are 'dramatically' higher - but I suspect this correlates to the abandon rate, and this is likely due to the premature termination issues identified by users (I don't think our staff are terminating such calls).

sable
Posts: 651
Joined: Tue Jan 20, 2004 9:28 am
Location: NSW

Re: Telephone Answering Statistics

Post by sable » Wed Mar 04, 2009 12:44 pm

Not sure how the times are calculated but made 2 calls in Feb to support for which the wait times until engineer answered were both in excess of 30 minutes

Post Reply