The team performance spreadsheet charts the performance to date of a call center team over a wide variety of performance parameters.Read more...
The rep analysis spreadsheet compares a rep's performance to the previous month and the team average.Read more...
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The ability to manipulate spreadsheet data enables me to do multiple analyses of team performance. It starts with developing formulae to extract data from source files (usually text files) from where I can create many different viewpoints of the results using pivot tables, macros or charts.
The following formula captures data from a text file of columnar data and adds it by columns to a spreadsheet, allowing you to extra information for several distinct teams ordered by name from an alphabetical listing of all reps in a report: =IF(ISERROR(INDEX($A$1:$AF$595,MATCH($A714,$A$1:$A$595,0),4)),0,INDEX($A$1:$AF$595,MATCH($A714,$A$1:$A$595,0),4)).
Name | Contacts | ppy | prom kept | $ collected | rpc/op. hr. | % ppy | % prom kept | avg. $ |
---|---|---|---|---|---|---|---|---|
Rep 1 | 419 | 59 | 55 | 11276 | 2.4 | 14.1 | 93 | 205 |
Rep 2 | 230 | 32 | 33 | 7101 | 1.3 | 13.9 | 103 | 215 |
Rep 3 | 386 | 39 | 31 | 7389 | 2.2 | 10.1 | 80 | 238 |
Rep 4 | 404 | 73 | 46 | 11788 | 2.3 | 18.1 | 63 | 256 |
Rep 5 | 37 | 11 | 9 | 2809 | 1.2 | 29.7 | 82 | 312 |
Rep 6 | 234 | 23 | 16 | 2810 | 1.3 | 9.8 | 70 | 175 |
Rep 7 | 264 | 12 | 13 | 1803 | 1.5 | 4.5 | 108 | 139 |
Rep 8 | 373 | 80 | 33 | 4865 | 2.1 | 21.4 | 41 | 147 |
Rep 9 | 260 | 53 | 35 | 8504 | 1.5 | 20.4 | 66 | 243 |
Rep 10 | 156 | 18 | 24 | 6427 | 0.9 | 11.5 | 133 | 268 |
Rep 11 | 301 | 46 | 14 | 4657 | 1.7 | 15.3 | 30 | 333 |
Rep 12 | 343 | 62 | 28 | 5046 | 1.9 | 18.1 | 45 | 180 |
Avg. | 305 | 41 | 26 | 6566 | 1.9 | 13.6 | 77 | 233 |
Once the text file has been manipulated and the data extracted you can analyze and split the data into several types of reports depending on need. Reports can then be co-joined to display performance relative to last month, last year, team averages or call center averages.
Contacts | ppy | prom kept | $ collected | rpc/op. hr. | % ppy | % prom kept | avg. $ | |
---|---|---|---|---|---|---|---|---|
last mth. | 419 | 59 | 55 | 11276 | 2.4 | 14.1 | 93 | 205 |
this mth. | 230 | 32 | 33 | 7101 | 1.3 | 13.9 | 103 | 215 |
last month | this month | team average |
|
---|---|---|---|
accts. worked | 5120 | 221 | 197 |
total cont. | 404 | 22 | 11 |
contact/hr. | 2.3 | 2.6 | 1.0 |
promises | 73 | 7 | 1 |
kept | 46 | 2 | 2 |
avg. $ | 256 | 1403 | 557 |
total $ | 11788 | 2806 | 1248 |
avg. talk | .9 | .9 | 1.0 |
Good spreadsheet analysis can become a valuable training tool. Reps can be presented with daily and month-to-date reports that help them to guage their performance against company standards or their previous best performance. You can automatically highlight areas of concern and set a path for improvement as early as the end of the first week of any month.
Formal Training
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Industry experience
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