Call Volume Trend Analysis

Introduction
In the project we have data that contains information about customer experience on calls. A
customer experience (CX) team consists of professionals who analyze customer feedback and
data, and share insights with the rest of the organization. Typically, these teams fulfil various
roles and responsibilities such as: Customer experience programs (CX programs), Digital
customer experience, Design and processes, Internal communications, Voice of the customer
(VoC), User experiences, Customer experience management, Journey mapping, Nurturing
customer interactions, Customer success, Customer support, Handling customer data,
Learning about the customer journey.
Inbound customer support is defined as the call centre which is responsible for handling
inbound calls of customers. Inbound calls are the incoming voice calls of the existing
customers or prospective customers for your business which are attended by customer care
representatives. Inbound customer service is the methodology of attracting, engaging, and
delighting your customers to turn them into your business' loyal advocates. By solving your
customers' problems and helping them achieve success using your product or service, you can
delight your customers and turn them into a growth engine for your business.

About the dataset

We have a dataset of a Customer Experience Inbound calling team for 23 days. Data includes
Agent_Name, Agent_ID, Queue_Time [duration for which customer have to wait before they
get connected to an agent], Time [time at which call was made by customer in a day],
Time_Bucket, Duration [duration for which a customer and executives are on call],
Call_Seconds [time into seconds], call status (Abandon, answered, transferred).

Objectives

• Average call time duration for all incoming calls received by agents
• Total volume/ number of calls coming
• Propose a manpower plan required during each time bucket between 9am to 9pm to
reduce the abandon rate to 10

Methodology

For the Project we are going to perform the analysis on MS Excel. We will make use of Pivot
tables and excel visualizations.

Tech stack used

For this Project I have used MS Excel as it is one of the amazing applications which is so
easy to use and provides lots of tools and functions for working with the data.
 Data Analysis And Insights
Calculate the average call time duration for all incoming calls
received by agents
Time Bucket Average of Call_duration
10_11 203.33
11_12 199.26
12_13 192.89
13_14 194.74
14_15 193.68
15_16 198.89
16_17 200.87
17_18 200.25
18_19 202.55
19_20 203.41
20_21 202.85
9_10 199.07
Grand Total 198.62

Here we can see the average call duration of calls by the time bracket. For
calculating the average, I have used ‘call seconds” column. And I have filtered the
call status for “answered” calls only. Maximum call duration is in the time bracket
19_20.

Total Volume of incoming calls

Time bucket Call_Volume
10_11 13313
11_12 14626
12_13 12652
13_14 11561
14_15 10561
15_16 9159
16_17 8788
17_18 8534
18_19 7238
19_20 6463
20_21 5505
9_10 9588
In the above table we can see the number of calls received in each time bracket.
From this we can observe that customer calls maximum in the time bracket of
11_12 and least calls are received in the 20_21.
We can also infer from the table that maximum number of calls are received in
morning slots and least on evening slots.

Reduction in abandonment rate

In the pie chart we can see that abandonment rate is 29.16%.

Agent working hour 9
Average on floor work hour 7.5
days an agent work in a week 5
Total time spent on call 4.5

In the case it is mentioned that agents working hour is 9, out of which 1.5 hours
goes in snacking and lunch. Out of the remaining 7.5 hours agents work only for
60% time which is 4.5 hours. On average agent work for 5 days in a week after
considering unplanned leaves.
Row Labels abandon answered transfer Grand Total
01-Jan 684 3883 77 4644
02-Jan 356 2935 60 3351
03-Jan 599 4079 111 4789
04-Jan 595 4404 114 5113
05-Jan 536 4140 114 4790
06-Jan 991 3875 85 4951
07-Jan 1319 3587 42 4948
08-Jan 1103 3519 50 4672
09-Jan 962 2628 62 3652
10-Jan 1212 3699 72 4983
11-Jan 856 3695 86 4637
12-Jan 1299 3297 47 4643
13-Jan 738 3326 59 4123
14-Jan 291 2832 32 3155
15-Jan 304 2730 24 3058
16-Jan 1191 3910 41 5142
17-Jan 16636 5706 5 22347
18-Jan 1738 4024 12 5774
19-Jan 974 3717 12 4703
20-Jan 833 3485 4 4322
21-Jan 566 3104 5 3675
22-Jan 239 3045 7 3291
23-Jan 381 2832 12 3225
Average 1496 3585 49 5130
Percentage 29 70 1

In the above table we have daily records for how many calls were answered,
transferred and abandoned.
Average time taken to answer a call 198.62
Time requirement to answer 90% of the calls 254.73
Total working person required per day 57

We have average time to answer the callas 198.6. and total calls received daily is
5130. To answer 90% calls, we need 254.7 hours’ time. So, we need total
headcount to be 57 for a single day.

Manpower planning for night slot

Call volume daily (9AM-9PM) 5130
If we provide support in night(9PM -9AM) 1539
Additional hours required 76.41135
Addtional headcount 17

Total headcount needed 74

We receive 5130 calls on 9AM-9PM time duration. 30% of these calls are received
at night which is close to 1539. So additional hours we need for answering this
1539 calls with only 10% abandonment rate is 76.4. And the headcount
requirement will be 17 as one manpower work for 4.5 hours.
We have seen in the previous question that manpower needed for morning slot is
54. So total manpower count will be 74.
Time bucket Ratio Hours Required Headcount
21_22 3 7.641135 13
22_23 3 7.641135 13
23_24 2 5.09409 8
00_01 2 5.09409 8
01_02 1 2.547045 4
02_03 1 2.547045 4
03_04 1 2.547045 4
04_05 1 2.547045 4
05_06 3 7.641135 13
06_07 4 10.18818 17
07_08 4 10.18818 17
08_09 5 12.735225 21
30 76.41135

Now in the above table we are distributing the manpower by the time bucket. Total
hours required for the night slot is 76.41. We have distributed the total time by
given ratio and we can see in the table the required headcount in different time
window. So till 11PM headcount needed is 13 and after that the volume of calls
reduces and again from 5 AM the headcount required increases.
 Result and conclusion
Average of call duration is 198.6 seconds. Maximum call duration is in the time
bracket 19_20.
Customer calls maximum in the time bracket of 11_12 and least calls are received
in the 20_21. Maximum number of calls are received in morning slots and least on
evening slots.
We have average time to answer the calls as 198.6 and total calls received daily is
5130. To answer 90% calls, we need 254.7 hours’ time. So, we need total
headcount to be 57 for a single day for daytime slot.
1539 calls are received at night. So additional hours we need for answering this
1539 calls with only 10% abandonment rate are 76.4. And the headcount
requirement will be 17 as one manpower work for 4.5 hours.
Manpower needed for morning slot is 57. So total manpower count will be 74.
For the night slots, till 11PM headcount needed is 13 and after that the volume of
calls reduces and again from 5 AM the headcount required increases.
 References
https://docs.google.com/spreadsheets/d/1TatcMhi_QmUlChZBtSF9yTMnD5QPetx7/edit?
usp=sharing&ouid=114414534387652139803&rtpof=true&sd=true [Excel File Link]