call center performance

Call Center Performance Breakdown – Q1 Insights

Over Q1, our call center handled an impressive 5,000 calls with an agent team of just 8 members. Here’s a snapshot of our performance:

Total Calls Handled: 4,054 calls were answered, while 946 were rejected, resulting in an 81.08% answer rate and an 18.92% rejection rate.

Resolution Status:

• 3.6K calls resolved

• 1.4K not resolved

Top Agents:

• Jim led the team with the most calls answered (536), closely followed by Dan (523) and Becky (517).

• In terms of rejections, Diane (13.95%) and Jim (13.74%) topped the list.

⏳ Call Duration:

• Jim and Dan lead in overall call duration with an average satisfaction rate of 84.9% and 84.0% respectively.

Call Topics:

• Streaming Issues accounted for the most frequent topic (1,022 calls), followed by Technical Support (1,019 calls).

A huge shoutout to Jim for answering the highest number of calls and to Dan for consistently high satisfaction ratings.

This quarter’s data highlights the incredible efficiency and dedication of our team!