The efficiency of okcc call center data operation

The operation and management of the call center itself is the process of digital management , Various operating statements 、 Overall operating results 、CSR Actions are all contained in numbers . With the rapid development of call center application in China , The management of call center is becoming more and more refined 、 Digitization .

Call center is the center of data , Data is an important resource for call center operation , If you expect to maintain an objective attitude towards the operation of the call center , Then in-depth data analysis has become a problem that every operation manager needs to attach great importance to .

About the efficiency of data operations

Many of the so-called overtime is actually Excel Low application level performance , Make a report sorting and filtering 、 Nested formulas , Nested function , Keep copying and pasting , I've been counting for a long time, but I still make mistakes . I finally mastered a vlookup function , It also makes the data operation more and more slow , Breaking down .

actually , The daily operation and performance report of the call center can be very efficient by making good use of the two functions of smart table and pivot table , Even automated .

But there is also a premise , There is a saying in the data analysis circle , It's called data analysis 70% The above time is actually spent on data preparation . This includes business problem analysis 、 The required data is determined 、 data collection 、 Data composition and data cleaning . It sounds like nothing , But each step is crucial for the following analysis .

There is another problem , That is the problem of data quality . All the necessary data have been obtained , But you can't add, subtract, multiply, divide , What's wrong ？ This is a problem that data personnel often encounter ： Data format problem .

Whether exported from a database or system , Or from others , The problem of imprecise data format has always been a headache .

The most common problem is that the data exists in the format of text, which makes it impossible to perform normal operations . There are also things like merging cells 、 Random interlacing 、 Such habits as empty columns will cause great trouble for later data processing .

From the perspective of business operation , The working hours of employees are divided into effective working hours and invalid working hours , What are the effective hours ？ It can handle （ offset ） The amount of work brought about by external customers . So for front-line traffic personnel , In fact, there are only two states ： conversation + post-processing , The rest are invalid hours , Because it can not offset the workload brought by external customers . therefore , At this time, the business problem becomes how to improve the call + The data problem of the proportion of post conversation time .

To increase the proportion of effective working hours , We also need to analyze where the employees' invalid working hours are spent , What can be optimized . Therefore, from the perspective of data, we also need to know the total pay duration 、 Attendance loss 、 Field losses 、 Online loss and other indicators . In this way, we have clear data collection and measurement objectives .

In fact, if we really analyze a problem , Be sure to have very clear business logic first . If the logic of your business is not clear , You will feel at a loss , You don't know where your ideas come from . give an example ： How to optimize our service level ; If you are familiar with the business , Your logical thinking will be very clear , The service level is determined by ： It is driven by the balance between the workload brought by customers and the processing capacity of front-line employees . Further , The workload is composed of the number of incoming calls and the average processing time of incoming calls . The internal processing capacity consists of the number of people on duty in the time period and the effective working hours of each person .

In the era of mobile Internet , The connection of network is no longer just the connection of hardware and protocol interface , More important is the connection between software , Free scheduling between intelligent voice platforms , Allow voice capabilities to be dispatched in real time , Can be integrated by other software , So as to provide one-stop voice communication services for enterprises .