Why Your Members Call - Analysis

Screen ID:	IWRAP-04
Screen Title:	Analysis
Panel ID:	6645
Tool Number:	1315
		Click here to magnify

Access this screen by selecting Analysis (F16) on the Why Your Members Call dashboard.

The analysis screen displays a breakdown of the averages and rankings for the range of dates and filters selected in the previous screen. Use this analysis to answer questions regarding call center staff and performance metrics: who is performing at the highest level, and who may need additional training? This screen can also be useful in determining what products and services may need to be additionally tailored to member's common questions.

Using This Analysis Screen

The top section of this screen shows tabbed selections that relate to the analysis of all calls that are selected in the date range period.

Total Per Selected Period: This tab lists the raw totals of days, members, number of calls, the total call length, and how many trackers were created for a quick glace at mass volume.

Average Per Day: Based on the information in the total tab, this section lists the average number of unique members on the selected day of the week, the average transaction count across the selected day of the week, the average call length, and the average number of trackers created.

Average Per Trx: This tab lists the average call length per transaction, based on the day of the week.

History: This tab shows historical call length totals.

Rankings

The bottom half of the analysis screen shows a multitude of rankings based on the selected call period.

The chart is split into four separate rankings, divided by the dark line in between each three columns.

The first set of rankings lists the employee's name, total calls taken, and the resulting percentage of total calls taken by that team member.

• This data is useful in determining top performers of the call center staff. Who is taking the most calls?

The second set of rankings lists the member account base, the total call length, and the percentage of total calls that member accounts for.

• This data is useful in determining the members who call into the call center most. Do these members need further education of your products and services?

The third set of rankings shows the call type, the number of calls received that were logged as that type, and the total percentage that those calls account for.

• This data is useful in determining the type of calls that are received by your call center staff. Do new call types need to be developed for more in-depth analysis of the reasons members are calling? Are more calls unresolved than resolved?

The fourth and final set of rankings lists the primary subjects of each call, the total number of calls received under that subject, and the percentage of total calls that subject accounts for.

• This data can be useful in determining exactly where members may need additional education or assistance with services, or perhaps where marketing can influence additional calls. Do your members call about loan applications more often than ACH, and what does that mean for your CU?