ABC Call Volume Trend

Analysis
PREPARED BY UZMA SAIYED
 Project Description

 We have dataset that contains information about the inbound calls received by a company named
ABC that spans 23 days and includes various details such as the agent's name and ID, the queue
time (how long a customer had to wait before connecting with an agent), the time of the call, the
duration of the call, and the call status (whether it was abandoned, answered, or transferred).
 A Customer Experience (CX) team analyse customer feedback and data, derive insights from it,
and share these insights with the rest of the organization. This team is responsible for a wide
range of tasks, including managing customer experience programs, handling internal
communications, mapping customer journeys, and managing customer data, various types of
support, including email, inbound, outbound, and social media support, among others.
 Interactive Voice Response (IVR), Robotic Process Automation (RPA), Predictive Analytics, and
Intelligent Routing are one of the most impactful AI-powered customer experience tools.
 Inbound customer support involves handling incoming calls from existing or prospective
customers. The goal of Inbound customer service is to attract, engage, and delight customers,
turning them into loyal advocates for the business. I will use my analytical skills to understand
the trends in the call volume of the CX team and derive valuable insights from it.
 Project Description

 Analysis is done on following points:-

 1. Average Call Duration
 2. Call Volume Analysis
 3. Manpower Planning
 4. Night Shift Manpower Planning
 Tech Stack used:
 Microsoft Excel 2406
 Average Call Duration

 Task1: What is the average duration of calls for each time bucket?
 Average Call Duration

 Insights:-
 In the given Analysis scenario Time_Bucket measured in Rows section,
Average of Call_Seconds (s) measured in Values section, Call_Status measured
in Filters section and filtered the Call_Status as answered.
 Based on the analysis Total average call duration answered by agents is
198.62 seconds.
 Further analysis reveals that maximum average duration of calls for incoming
calls is at 10_11 AM and 7_8 PM .
 Based on analysis minimum average call duration for incoming calls received
by agents is at 12_1 PM.
 These insights explains about the distribution of call durations, helping to
identify peak and off-peak periods in terms of call handling.
 Call Volume Analysis

 Task 2: Can you create a chart or graph that shows the number of calls
received in each time bucket?
 Call Volume Analysis

 Insights:-
 In the given Analysis scenario Time_Bucket measured in Rows section, Count
of Customer_Phone_No and Count of Call_Status measured in Values section,
Call_Status measured in Filters section.
 Then filtered the Call_Status as answered and expressed Count of Call_Status
as Percentage of the column total.
 Based on analysis highest number of calls received is between 12 PM and 1
PM.
 Further analysis also revealed that least number of calls answered is between
8 PM and 9 PM.
 These insights provide information about the number of calls received against
time, helping to identify peak and off-peak periods.
 Manpower Planning

 Task 3: The current rate of abandoned calls is approximately 30%. Propose a plan
for manpower allocation during each time bucket (from 9 am to 9 pm) to reduce the
abandon rate to 10%. What is the minimum number of agents required in each time
bucket to reduce the abandon rate to 10%?

We can see in graph

almost 30% calls are
getting abandoned.
 Manpower Planning

 Assumption: An agent's total working hours are 9 hours, out of which 1.5 hours are
spent on lunch and snacks in the office. On average, an agent spends 60% of their
total actual working hours (i.e., 60% of 7.5 hours) on calls with customers/users.

Total Hours worked on 1st Jan :

Manpower Planning
 Manpower Planning

 Insights:-
 First I converted Date_&_Time Column in integer and changed the format in MDY
and put name of Column as Date_&_Time2.
 In given Analysis scenario Date_&_Time2 measured in Rows section, Sum of
Call_Seconds (s) measured in Values section.
 Sum of Call_Seconds (s) on 1-Jan is 676664.
 Calculated Total hrs worked using this Formula:
 Sum of Call_hours = (Sum of Call_Seconds (s) / 3600) = 187.96 hrs
 Based on assumption Actual working hrs per person is 4.5 hrs.
 Calculated Total no. of agents worked with answered rate of 70% using this
Formula:
 Total no. of agents worked (70%) = (Total hrs worked / Actual working hrs) = 42
 Manpower Planning

 Insights:-
 Total no. of agents worked with answered rate of 90% using unitary method:
 Total no. of agents worked (90%) = (Total no. of agents worked (70%) / 70) * 90 = 54
 Total no. of agents required to reduce the abandon rate to 10% is 54.
 For Further Analysis,Time_Bucket measured in Rows section, Count of Call_Seconds (s)
measured in Values section, expressed Count of Call_Status as Percentage of the column total
and Time Distribution by dividing each number of calls distribution by total calls.
 To Calculate minimum number of agents required in each time bucket to reduce the abandon
rate to 10% using this Formula:
 number of agents required in each time bucket = Time distribution * 54
 These insights provide information about the minimum number of agents required in each time
bucket to reduce the abandon rate to 10%. It will help to optimize staffing resources to ensure
efficient customer service and satisfaction.
 Night Shift Manpower Planning

 Task4: Customers also call ABC Insurance Company at night but don't get an
answer because there are no agents available. This creates a poor customer
experience. Assume that for every 100 calls that customers make between 9 am and
9 pm, they also make 30 calls at night between 9 pm and 9 am. The distribution of
these 30 calls is as follows:

Total number of
agents required
is 17.
Night Shift Manpower Planning
Night Shift Manpower Planning
 Night Shift Manpower Planning

 Insights:-
 Total number of calls for 23 days is 117988.
 Average number of calls = (Total number of calls / 23) = 5130
 It means Customer make 5130 calls per day.
 For every 100 calls that customers make between 9 am and 9 pm, they also make 30
calls at night between 9 pm and 9 am. It means 30% of incoming calls are at night
between 9 PM to 9 AM.
 Formulas:
 Average incoming calls at night between 9 PM - 9 AM = ( 30% of 5130) = 1539
 Average seconds required to answer the calls = (Avg incoming calls at night * Avg calls
answered) = 1539 * 198.62 = 305680.4499
 Average hours required to answer the calls = (Average seconds required to answer the calls /
3600) = 84.9
 Night Shift Manpower Planning

 Insights:-
 keeping the maximum abandon rate at 10%
 Actual average hours required to answer the calls = 0.9 * Average hours required
to answer the calls = 76.42011247
 We know from the previous task that Actual working hrs is 4.5 hrs. No. of
agents required to answer the call = (Actual average hours required to answer
the calls /4.5) = 17
 Total number of agents required to answer the call at night 9 PM to 9 AM is 17.
 Calculated the Time Distribution by dividing each calls distribution by total calls
i.e., 30.
 The number of agents required for each time bucket is calculated by 17 * Time
Distribution.
 Conclusions

 Company can divide workforce into three shifts to ensure 24/7 availability for
addressing customer’s queries and concerns.
 Based on analysis incoming calls in evening are less. So Company can optimize
workforce by reducing the number of agents in evening for call handling.
 Company can hire 17 agents who will be available during night hours from 9 PM
to 9 AM to handle the calls or shift some of the day workers to the night shift.
 During the analysis there were outliers in data but removing the outliers can lead
to different outcomes.
 These insights provide the company with actionable strategies for optimizing
workforce allocation, enhancing customer service efficiency, and ensuring
continuous availability to address customer needs.
 Conclusions

 Please download google sheet in excel format

 Excel sheet link:
 Click here to download
“
THANK YOU
PREPARED BY UZMA SAIYED ”