Telephone Answering Statistics

[James D]

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]

Sales Enquiry Answer Times – May 2008

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Support Enquiry Answer Times – May 2008

support-may-08.jpg (73.18 KiB) Viewed 23830 times

[James D]

Sales Enquiry Answer Times – June 2008

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Support Enquiry Answer Times – June 2008

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[James D]

Sales Enquiry Answer Times – July 2008

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Support Enquiry Answer Times – July 2008

July-support.jpg (52.57 KiB) Viewed 23440 times

[James D]

Sales Enquiry Answer Times – August 2008

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Support Enquiry Answer Times – August 2008

August-Support-08.JPG (58.77 KiB) Viewed 22936 times

[James D]

Sales Enquiry Answer Times – September 2008

September-Sales-08.jpg (57.49 KiB) Viewed 22712 times

Support Enquiry Answer Times – September 2008

September-Support-08.jpg (57.6 KiB) Viewed 22704 times

[James D]

Sales Enquiry Answer Times – October 2008

October-sales.jpg (84.08 KiB) Viewed 22506 times

Support Enquiry Answer Times – October 2008

October-support.jpg (83.55 KiB) Viewed 22503 times

[Martin V]

Sales Enquiry Answer Times – November 2008






Support Enquiry Answer Times – November 2008

[Martin V]

Sales Enquiry Answer Times – December 2008




Support Enquiry Answer Times – December 2008

[samarium]

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]

Sales Enquiry Answer Times – January 2009




Support Enquiry Answer Times – January 2009

[Martin V]

Sales Enquiry Answer Times – February 2009




Support Enquiry Answer Times – January 2009

[CoreyPlover]

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]

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]

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