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The rate of abandoned calls increases during the day and peaks in the evening from 8pm.

Sign Up. All staff were brilliant here and were very informative and helpful. Talk by Mary Gagen, Swansea University.

Hot phone talk Swansea

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Have you ever found yourself locked in a circular conversation about a missing bolt for your barbecue? Have you ever listened to classical hits for ten minutes while you L massage Wigan to argue about a discrepancy on your bank statement?

If so, then you will understand the pain of the call centre. Lhone good news is that a dive into call data can help make the pain go away.

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The past two decades have seen a massive expansion of the call centre industry. Some liken call centres to the modern equivalent of factories; the public face and first contact in an economy now dominated by the services industries.

Long wait times and extended conversations where customers are bounced from operator to operator have the potential to create negative, long-lasting impressions. These are situations everyone wants to avoid. But how to make sense of all the calls? When data is recorded at this scale, it is easy to get lost in the weeds and lose sight of the bigger picture.

But when we visualise this data, there is a way to sift through this massive amount of information to reveal larger trends and find trouble spots. We find ways Hot phone talk Swansea help callers and managers smooth the whole experience.

Our team created software to build images from 24 hours of anonymised call centre activity data of overcalls from a local company, QPC Ltd, which has a Free dating sites in Acton bay area of clients including Vodafone and Virgin.

The sample image below may look complicated, but it shows how hot spots can be easily identified and targeted. Each tiny, individual rectangle represents a single phone.

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And each rectangle, or cell, is ordered by the time at which the call started. The size and colour of the cells represents the length of each. Basingstoke escort bbbj image generated using the puone.

Red spots indicate problematic areas that users can zoom in to inspect. These images can be modified to focus on call length, wait times, resolved calls and so on.

And we can zoom in and out to get either a high level view or a detailed inspection of a particular record. The information gets broken down into more meaningful blocks of information.

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So each hour is broken into into six ten-minute blocks, and each call split into the period when the caller is listening to a pre-recorded message, the Hot phone talk Swansea queuing, and the time talking to an actual human. This approach is a simpler way to gather insights for those managing the call centre and trying to handle the huge flow of calls.

Call centres can find patterns in caller behaviour and spot any outliers. They can identify when we, the callers, abandon ship and hang up in frustration. They can work out how to filter calls more sensibly, and discover the moments when wait times increase and decrease. Perhaps more importantly this data visualisation offers some simple tips to make callers lives easier.

Next time you grit your teeth and dive into a world of hold music and apologetic recorded messages, consider these three simple pieces of advice. Not only House boat Bournemouth you on your lunch break, so are a number of staff at the call centre.

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Using data visualisation to beat the call centre curse

Alternatively, we can arrange a meeting at a time and location to suit you. Our experts can also carry out a free initial tax review to Hot phone talk Swansea any opportunities to save you money Fixed fees No hidden costs or nasty surprises these fees are given to you in advance of any work we carry out for you.

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